Contact Centre Manager

Recruiter

Communicate Recruitment

Job Ref

CTD000478/PKN

Date posted

Friday, May 29, 2026

Location

Johannesburg, South Africa

SUMMARY

A leading, international customer-focused organisation is seeking an experienced Contact Centre Manager to lead and optimise a high-performing service team.

POSITION INFO

Lead, coach, and develop a team of contact centre staff to achieve performance targets

Drive service excellence, ensuring a consistent, high-quality customer experience

Manage daily operations, including workforce planning, scheduling, and productivity

Monitor and improve KPIs, service levels, and operational efficiency

Handle escalated customer issues and implement long-term service improvements

Partner with internal stakeholders to enhance processes and communication

Embed a strong performance, accountability, and continuous improvement culture

Skills & Experience

4–5+ years’ experience in a contact centre or customer operations leadership role

Proven track record managing and motivating teams in a high-volume environment

Strong understanding of contact centre operations, QA, and performance metrics

Experience with workforce management and resource planning

Proficiency in tools such as Excel and reporting platforms (e.g., Power BI)

Excellent leadership, coaching, and communication skills

Qualification

Relevant degree or national diploma is acceptable.

Only South African Residents or individuals with a relevant South African work permit will be considered.

If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.

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