Woodmead
Location: Johannesburg, South Africa
Reporting Line: Head of the Call Centre, with an operational reporting link to an international office in Europe where required.
Salary: R35 000 – R40 000 basic per month (maximum total CTC of R50 000)
Please note interviews will be held early next week. Only short listed candidates will be contacted.
Working Hours: Governed by business operating hours in South Africa and the United States, subject to operational requirements and the company’s rostering system
Role Purpose
The Contact Centre Manager is responsible for providing strong leadership and strategic direction to a multi-functional, in-house contact centre operation. The role requires a proactive, visible, and disciplined leadership style, acting as a role model for professionalism, accountability, and service excellence.
This position is accountable for operational efficiency, people management, service delivery, and customer experience across frontline, Tier 2, offline/backline and specialist service teams. The successful candidate will ensure consistent service levels, effective workforce utilisation, and continuous improvement aligned with business objectives.
Key Responsibilities
Lead, manage, motivate, and develop high-performing contact centre teams
Provide ongoing coaching, performance management, and development planning
Oversee day-to-day contact centre operations and ensure service continuity
Implement and manage operational strategies, procedures, and performance frameworks
Monitor system performance, identify operational gaps, and implement corrective actions
Ensure compliance with SOPs, quality standards, and internal policies
Manage escalated customer complaints and service recovery effectively
Drive root-cause analysis and continuous service improvement initiatives
Plan and manage staffing, scheduling, leave, productivity, and seasonal demand
Analyse call volumes, absenteeism, and capacity constraints to optimise resourcing
Monitor service levels and KPIs, ensuring targets are consistently achieved
Maintain effective communication with internal stakeholders and international counterparts
Support ad-hoc operational requirements to ensure efficient service delivery
Minimum Requirements
Matric (Grade 12)
Minimum 8–10 years’ experience working within a contact centre environment
Minimum 500 Direct Staff Reports (essential)
Proven experience managing and leading teams
Excellent communication skills with an advanced command of English
Strong understanding of contact centre operations and performance metrics
Proficient in Microsoft Excel, Word, and PowerPoint