Job Description

Call Centre Manager - Lead Generation

Braamfontein, Johannesburg

Contract: Month-to-Month

Preferred Start Date: 26 January 2026

We are seeking an experienced and results-driven Call Centre Manager to build, structure, and manage a lead generation operation from the ground up.

Key Responsibilities

Set up and structure call centre operations and processes

Lead, motivate, and manage a team of lead generation agents

Monitor KPIs, agent performance, call quality, and lead conversions

Conduct performance reviews, coaching sessions, and daily huddles

Collaborate with Campaign Managers to develop scripts and optimise sales techniques

Ensure compliance with POPIA, BCEA, and LRA

Liaise with EXCO to align operational goals

Work closely with HR on discipline, conflict management, and employee wellbeing

Report on productivity, lead quality, attendance, and campaign performance

Functional Focus Areas

Team Performance Management (25%)

KPI tracking, coaching, performance management

Lead Quality & Conversion Oversight (15%)

Analyze lead quality, improve conversion processes

Operational Oversight (15%)

Scheduling, adherence, daily operational management

Reporting & Analytics (10%)

Weekly/monthly reporting and insights to management

Strategy & Process Improvement (10%)

Identify bottlenecks, implement efficiencies, support scaling

Training & Development (10%)

Onboarding, upskilling, continuous development

Staff Engagement & Retention (5%)

Morale, check-ins, performance recognition

Compliance & Quality Assurance (10%)

Legal compliance, QA monitoring and feedback

Minimum Requirements

Proven track record in lead generation call centre management

Strong experience with VICIdial / VCDial systems

Solid understanding of data analysis and performance reporting

Ability to interpret campaign data and work with Campaign Managers to improve conversions

Excellent communication and leadership skills

Strong knowledge of POPIA, BCEA, and LRA

Job Type: Full-time

Pay: R25000,00 - R30000,00 per month

Work Location: In person