Call Center Manager, Pretoria

We are looking for an experienced, commercially minded Call Centre Manager to lead operations, people, and client delivery within a high-performance BPO environment. If you thrive in a fast-paced, KPI-driven environment and have a passion for leading teams at scale, this is your opportunity. Role Purpose

You will take full ownership of operational performance, leading multiple teams to deliver against client SLAs, commercial targets, and quality standards, while driving continuous improvement and team development. Key Responsibilitie

Lead, coach, and develop Operations Managers and Team Leaders Drive performance culture through clear KPIs and accountability Manage succession planning, talent development, and retention Ensure compliance with HR policies, governance, and legislation Operations Management

Own SLA delivery, productivity, quality, and financial performance Manage headcount, workforce planning, and operational costs Drive process improvement and operational efficiencies Deliver accurate reporting and insights to internal and client stakeholders Client Engagement

Act as the key operational contact for the client Manage escalations and ensure service excellence Build strong, professional client relationships Minimum 4+ years Operations Management experience At least 2 years managing managers (Team Leaders / Ops Managers) BPO / Call Centre experience is essentialProven track record managing SLAs, KPIs, and large teams Strong understanding of contact centre operations, workforce, and performance management Advantageous Experience

Exposure to international campaigns or global clients Experience managing multilingual environments Experience managing French-English bilingual teams supporting international markets International client (rotational / global hours) Fast-paced BPO setting with continuous change

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