Job Description

Job Title: Technical Call Centre Manager
Location: Sandton
Job Type: Permanent
About Us
Quantanite is a leading BPO provider dedicated to delivering high-quality customer and technical support solutions. We pride ourselves on fostering a dynamic work environment that encourages innovation, collaboration, and professional growth.
Position Overview
We are seeking an experienced and strategic Technical Call Centre Manager to oversee the daily operations of our highly technical call centre campaigns. The ideal candidate will have a strong background in call centre management, proven experience running technical support or troubleshooting campaigns, exceptional leadership skills, and a commitment to enhancing operational efficiency and customer satisfaction.
The Technical Call Centre Manager will be responsible for managing team performance, implementing best practices, and ensuring the delivery of accurate and effective technical solutions to our customers.
Key Responsibilities

• Technical Campaign Leadership: Oversee technical support operations across specialised campaigns, ensuring teams are equipped to handle complex customer queries, troubleshooting, and escalations.

• Team Leadership: Lead, mentor, and develop a team of supervisors and technical support agents. Conduct performance evaluations, provide coaching, and foster professional development to maintain high performance and technical capability.

• Operational Management: Manage daily call centre operations to meet SLAs, resolution times, and quality standards for technical support. Ensure proper staffing, shift coverage, and resource allocation to optimise both service levels and technical expertise.

• Performance Monitoring: Track and analyse KPIs such as first-call resolution, mean time to resolve, escalation rates, and customer satisfaction scores. Prepare and present detailed performance and technical reports to senior management.

• Process & Knowledge Improvement: Continuously review and refine call flows, troubleshooting guides, and technical knowledge bases. Implement improvements that reduce resolution times, improve accuracy, and enhance customer experience.

• Customer Experience: Ensure all technical customer interactions meet company standards for accuracy, empathy, and professionalism. Personally resolve high-level escalations or technically complex cases where required.

• Training & Enablement: Develop and implement specialised training programs focused on technical skills, product knowledge, and troubleshooting methodology. Support ongoing upskilling of supervisors and agents to align with evolving campaign requirements.

• Technology & Tools Management: Oversee the use of call centre systems, CRM platforms, ticketing tools, and diagnostic software. Partner with IT and vendors to ensure systems are optimised and that new tools support efficient technical service delivery.

• Compliance & Security: Ensure operations comply with company policies, data security requirements, and relevant technical standards or regulations. Conduct audits and implement corrective actions where necessary.

Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred; equivalent work experience considered.

• Experience:

• Minimum of 5-7 years in a call centre environment.
• At least 3 years in a managerial role leading technical support or troubleshooting campaigns.
• Demonstrated experience handling escalations, technical process improvement, and managing technical knowledge bases.

• Skills: Strong leadership and people management skills; solid technical understanding of troubleshooting workflows; excellent analytical and problem-solving abilities; proficiency in call centre software, CRM systems, and ticketing/diagnostic tools; excellent communication skills.
• Attributes: Strategic thinker with a technical mindset; ability to manage multiple campaigns; proactive, results-oriented, and able to work under pressure.
• Certifications: ITIL, HDI, or other technical service management certifications are a plus.

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