CALL CENTRE OPERATIONS MANAGER, Durban

We are seeking a highly experienced and results-driven Call Centre Operations Manager to lead and optimise a fast‑paced, customer‑focused operations environment. The successful candidate will be responsible for managing end‑to‑end call centre performance, leading a diverse team, and ensuring exceptional service delivery aligned with operational KPIs and customer satisfaction standards. This role requires a strong operational leader who is “right now and can do” focused—someone who thrives under pressure, drives accountability, and continuously improves people, processes, and technology within a high‑volume service environment.

KEY RESPONSIBILITIES Team Management

Lead, manage, and develop Team Leaders, call centre agents, customer service personnel, and related operational staff.

Provide continuous coaching, mentoring, training, and performance feedback to drive individual and team improvement.

Manage employee relations, including conflict resolution, disciplinary processes, and performance evaluations.

Foster a high‑performance, customer‑centric culture aligned with business values.

Performance Monitoring

Monitor, analyse, and report on key performance indicators (KPIs), including call volumes, response times, resolution rates, and customer satisfaction.

Identify performance gaps and implement corrective action plans.

Drive continuous improvement initiatives to enhance operational efficiency and service delivery.

Quality Assurance

Implement and maintain robust quality assurance frameworks and service standards.

Conduct regular call monitoring, audits, and feedback sessions with agents.

Ensure compliance with internal policies, procedures, and service level agreements (SLAs).

Resource Management

Optimise workforce planning, including shift scheduling, rostering, breaks, and staffing levels.

Ensure effective allocation of resources to meet fluctuating demand and service requirements.

Maintain operational readiness across all shifts and time periods.

Process Improvement

Identify inefficiencies and implement process optimisation strategies.

Develop, document, and maintain Standard Operating Procedures (SOPs).

Drive innovation in workflows to improve turnaround times and customer experience.

Technology Utilisation

Ensure optimal use of call centre systems, telephony platforms, and response management software.

Collaborate with IT teams to resolve system issues promptly and effectively.

Support system enhancements and digital transformation initiatives.

Customer Service Excellence

Promote a strong customer‑first culture across the call centre environment.

Manage and resolve escalated customer complaints effectively and professionally.

Ensure all customer interactions reflect brand standards and service excellence.

Reporting and Analysis

Prepare and present daily, weekly, and monthly operational performance reports to senior management.

Analyse operational data to identify trends, risks, and improvement opportunities.

Provide insights and recommendations to support strategic decision‑making.

REQUIREMENTS

Bachelor’s degree in Business Management, Communications, or a related field (preferred).

Minimum 5 years’ experience in call centre management, with proven leadership responsibility.

Strong understanding of call centre operations, workforce management, KPIs, and service delivery frameworks.

Experience in high‑volume, fast‑paced, 24/7 operational environments.

Technical&Personal Skills

Proficiency in call centre systems, CRM platforms, and workforce management tools.

Strong computer literacy (Microsoft Office Suite– Word, Excel, PowerPoint).

Experience with reporting and data analysis tools (including operational dashboards).

Knowledge of operational software such as Mechanic Desk or similar platforms advantageous.

Excellent verbal, written, and telephonic communication skills in English.

Strong leadership, delegation, and coaching capability.

Ability to perform effectively under pressure and meet strict deadlines.

Analytical thinker with strong attention to detail and accuracy.

Proven problem‑solving and decision‑making ability.

Ability to work independently, take initiative, and drive operational improvements.

Strong interpersonal skills with the ability to maintain positive relationships across teams and stakeholders.

Flexible, punctual, and willing to work irregular or extended hours when required.

Strong business writing ability and reporting competence.

Passionate about customer service excellence and brand representation.

Ability to interpret customer needs and demonstrate strong listening skills.

REMUNERATION R20,000 To R30,000 Per Month (Total Cost To Company– Negotiable Depending On Qualifications&Experience)

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