Contact Centre Manager - In-House

Role Purpose

• Our client is seeking an accomplished Contact Centre Manager to provide strategic and operational leadership to a large, multi-functional, in-house contact centre. The role calls for a visible, proactive and disciplined leader who sets a high standard of professionalism, accountability and service excellence.
• The successful candidate will be accountable for operational efficiency, people leadership, service delivery and customer experience across frontline, Tier 2, offline/backline and specialist service teams.
• The position will drive consistent performance, effective workforce utilisation and continuous improvement in line with business objectives.

Key Responsibilities

• Lead, manage and develop a large-scale contact centre operation through an effective multi-layered management structure.
• Set clear performance expectations and drive coaching, succession planning, talent development and accountability.
• Oversee day-to-day operations and ensure service continuity across all customer service and support functions.
• Develop and implement operational strategies, procedures, performance frameworks and improvement plans.
• Monitor service levels, quality measures and operational KPIs, taking prompt corrective action where required.
• Analyse contact volumes, absenteeism, productivity and capacity constraints, and manage staffing, scheduling, leave and seasonal demand.
• Identify system and process gaps, lead root-cause analysis and implement sustainable service improvements.
• Ensure compliance with standard operating procedures, quality standards, governance requirements and internal policies.
• Manage escalated customer complaints and service recovery, maintain effective stakeholder communication and support additional operational priorities where required

Requirements Minimum Requirements

• Matric Grade 12.
• A minimum of 8-10 years' progressive experience within a contact centre environment, including proven experience operating at Contact Centre Manager level.
• Demonstrated success leading an in-house contact centre within a corporate organisation is essential.
• Proven overall operational and people responsibility for a contact centre workforce of at least 200 employees, managed through team leaders and/or operational managers, is essential.
• The candidate's career history must reflect substantial and predominant leadership experience within corporate, in-house contact centre operations. Earlier BPO or outsourced contact centre exposure will be considered where it forms part of a broader corporate leadership career.
• Experience leading multi-functional or tiered service teams in a complex, high-volume operating environment.
• Strong knowledge of contact centre operations, workforce planning, service-level management, quality standards and performance metrics.
• Advanced English communication skills, with the confidence to engage senior stakeholders and international counterparts.
• Proficiency in Microsoft Excel, Word and PowerPoint.
• Flexibility to support operating hours across South Africa and the United States in line with the roster.

Leadership Profile

• Commercially aware, data-driven and decisive, with the ability to translate strategy into measurable operational results.
• A visible and credible people leader who can influence at senior level while remaining close to day-to-day operations.
• Calm under pressure, solutions-focused and committed to a high-quality customer experience.