Senior Call Center Manager

Senior Call Center Manager

About the Company

Our client is a global leader in the BPO sector, providing world-class customer experience (CX) and service centers across multiple locations. They cater to industries such as eCommerce, Retail, Food Delivery, and Technology.

About the Role

As our client expands their call center services across existing and new clients, they need a Senior Call Centre Manager with strong operational leadership, international exposure, and inbound BPO experience. This role requires a strategic leader who can drive efficiency, oversee large-scale operations, and ensure seamless client integration. The Senior Call Center Manager will play a key role in managing high-level performance, optimizing processes, and contributing to the overall growth strategy.

Key Responsibilities

• Oversee and lead a significant portion of the Johannesburg call center operations
• Develop and implement efficient, scalable, and cost-effective operating models
• Collaborate with the sales team to onboard new clients and expand service offerings
• Work closely with Operations Directors to refine forecasting, staffing models, and budgeting strategies
• Provide strategic leadership to call center teams, ensuring operational excellence and continuous improvement
• Ensure compliance with legislation across operational regions and enforce company policies
• Oversee performance management and service level agreements (SLAs) at a senior level
• Drive key business initiatives, working closely with executive leadership to align operations with overall company objectives

Requirements

• 5+ years leading large-scale customer care service teams in a senior capacity
• Strong experience in an inbound BPO environment with international exposure
• Proven success in leading and scaling call center operations
• Excellent English communication skills (written & verbal)
• Strong stakeholder management and executive-level reporting experience
• High integrity, honesty, and transparency
• Bachelor’s degree (preferred)
• Experience in project management, training, and process optimization (preferred)
• Proficiency in ERP software, CRM, and call center platforms

Key Competencies

• Strategic thinker with strong analytical and problem-solving skills
• Customer-focused with a deep understanding of service excellence
• Strong leadership & interpersonal skills to manage diverse teams and senior stakeholders
• Ability to drive operational efficiency while maintaining high-quality service levels
• Excellent planning and organizational skills to handle multiple priorities
• Ability to stay calm under pressure in a fast-paced, high-volume environment