Senior Call Centre Manager

JOB DESCRIPTION

• The Senior Call Centre Manager provides and operational leadership across Customer Care, Roadside Assistance, and Authorisations call centre functions. This role is responsible for delivering reliable service outcomes, maintaining strong operational standards, and ensuring teams consistently meet service expectations across customer interaction channels.
• The successful candidate will guide managers and their teams through clear performance expectations, practical decision-making, and a steady focus on customer experience, operational efficiency, and compliance.

DUTIES / KEY RESPONSIBILITIES

• Lead day-to-day and longer-term call centre operations across Customer Care, Roadside Assistance, and Authorisations, ensuring service continuity and alignment with business priorities
• Translate business objectives into operational plans, resource requirements, and measurable service outcomes
• Provide direction, coaching, and support to departmental managers while reinforcing accountability for team performance
• Monitor and manage service delivery against contractual and operational service levels, response times, turnaround times, and escalation standards
• Review operational trends, identify performance gaps, and implement corrective actions to improve service outcomes
• Oversee workforce planning, staffing levels, scheduling efficiency, absenteeism trends, overtime, and attrition across functions
• Ensure quality assurance practices are applied consistently and use findings to strengthen service delivery and process execution
• Maintain adherence to operational procedures, audit requirements, and regulatory obligations, including the handling of customer information
• Develop and report on operational and customer service measures, providing clear updates and recommendations to executive stakeholders
• Partner with internal teams and external service providers to resolve issues, improve coordination, and support business decisions
• Lead continuous improvement initiatives, including process optimisation, automation support, and operational enhancements that improve efficiency and customer experience

EDUCATION

• Bachelor's degree in business management, Operations Management, Commerce, Customer Experience, or a related field
• Call Centre Management qualification advantageous
• Leadership or Management Development qualifications advantageous

EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED

• 8–10 years of experience in a customer service or call centre environment
• Proven experience managing service-level-driven operations
• Experience in Roadside Assistance, Customer Care, Financial Services, Insurance, Automotive, or related industries is advantageous
• Demonstrated success improving customer satisfaction, operating efficiency, and service performance
• Experience leading large operational teams within a contact centre environment
• Experience building productive working relationships with internal stakeholders, service providers, and leadership teams
• Ability to balance strategic oversight with hands-on operational leadership in a multi-function contact centre environment
• Strong capability in leading managers, setting expectations, and sustaining performance across service-driven teams
• Sound judgement when responding to service issues, escalations, and changing operational demands
• Clear communication skills for working across departments, presenting performance updates, and guiding teams through priorities
• Comfort working within established service frameworks, compliance requirements, and reporting structures
• Ability to use operational data, service trends, and quality findings to guide decisions and improvement efforts
• Focus on maintaining dependable service standards while adapting to changing volumes and business needs

OTHER REQUIREMENTS

• Clear credit and criminal record
• Own or reliable transport
• Own and live up to company values

Closing Date 21 October 2026