Job Description

Position: Call Centre Manager
Location: SandtonRosebank
Compensation: Negotiable
Start Date: ASAP
Reports To: Director of Operations
Lead. Innovate. Transform.
At Quantanite, we're redefining Customer Experience (CX) and outsourcing by blending technology with human intelligence.
As a Call Centre Manager, you'll play a pivotal role in driving operational excellence, ensuring seamless service delivery, and enabling client success. This is your opportunity to lead high-performing teams, optimize performance, and shape the future of our call centre operations.
Key Responsibilities
Operational Excellence & Performance Management

• Oversee multiple high-volume operational teams, ensuring adherence to KPIs and SLAs.
• Streamline workflows and optimize processes to enhance efficiency and service quality.
• Lead the onboarding and integration of new clients, ensuring smooth operational transitions.
• Collaborate with Workforce Management and Quality Assurance teams to maintain consistency and excellence.

People Leadership & Development

• Lead, mentor, and develop Call Centre Managers and their teams for peak performance.
• Foster a culture of accountability, engagement, and continuous improvement.
• Identify and nurture high-potential employees for growth and succession planning.

Client Relationship Management

• Serve as a strategic point of contact for key clients, ensuring their needs are met and expectations exceeded.
• Conduct regular business reviews to assess satisfaction and identify growth opportunities

• .Financial & Resource Management

• Contribute to budget planning and ensure cost-effective operations aligned with revenue goals.
• Track and analyze performance metrics to support data-driven decision-making.

Strategic Impact & Innovation

• Partner with the Director of Operations to align strategies with overall business objectives.
• Lead transformation initiatives that enhance scalability, efficiency, and innovation.
• Identify operational risks and implement proactive mitigation strategies.

What You Bring

• 3-5 years of leadership experience in a BPO or high-volume contact centre environment.
• Bachelor's degree in Business, Operations Management, or a related field.
• Proven track record of managing large teams and complex operations.
• Strong background in client relationship management and service delivery.
• Expertise in workforce planning, quality management, and financial performance metrics.
• Excellent communication, negotiation, and presentation skills.

Key Competencies

• Leadership & People Management: Inspires, motivates, and drives performance.
• Customer-First Mindset: Passionate about delivering exceptional service.
• Analytical Thinking: Uses data to solve problems and guide decisions.
• Adaptability: Thrives in a fast-paced, ever-evolving environment.
• Stakeholder Engagement: Builds strong relationships at all levels.
• Results Orientation: Proactive, innovative, and focused on continuous improvement.

What We Offer

• Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
• Training: Comprehensive technical and leadership training to support your growth.
• Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
• Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Skills Required