Job Description

Job Title:

Call Centre Manager - BPO Operations (South Africa)

Location

: South Africa

Department

: Operations

Role Purpose

The Call Centre Manager is responsible for the overall leadership, performance, and profitability of one large client account or multiple smaller client programs within Redial BPO. This role ensures that all operations run efficiently and effectively, meeting client KPIs, service levels, and compliance requirements. The Call Centre Manager will lead a team of Operations Managers and Junior Operations Managers, foster a culture of operational excellence, people engagement, and client satisfaction while embodying Redial's core value of Winning As One.

Job Summary

We are seeking a dynamic Call Centre Manager to lead our BPO call center operations in South Africa, servicing Internationally based clients (U.S. and UK). The ideal candidate will be fluent in English, with a strong background in contact center management, people leadership, and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement.

Key Responsibilities

1. Operational Leadership

Oversee end-to-end operational delivery across assigned client programs, ensuring all contractual service levels and KPIs are consistently achieved. Develop, implement, and monitor operational strategies to drive productivity, quality, and customer experience improvements. Analyze performance trends and proactively identify opportunities for process optimization and growth. Ensure efficient use of resources, accurate forecasting, and capacity planning aligned with client requirements. Collaborate with support departments (QA, Workforce, IT, L&D) to ensure alignment and operational synergy.

2. Team Leadership & Development

Lead, mentor, and coach Operations Managers, Junior Operations Managers and Supervisors to achieve site and client objectives. Foster a high-performance culture grounded in accountability, collaboration, and continuous improvement. Drive employee engagement, motivation, and retention through effective leadership and recognition programs. Partner with Learning & Development to support career growth, succession planning, and leadership readiness within the site. Partner with HR to ensure Performance Management and adherence to the Company's Code of Conduct and Disciplinary measures including ensuring that all IR matters are handled fairly.

3. Client Relationship Management

Serve as the primary point of contact for assigned clients, ensuring relationships are strategic, professional, and value-driven. Conduct regular business reviews, presenting insights and recommendations that enhance performance and partnership. Proactively communicate operational performance, risks, and improvement plans to clients and internal leadership. Ensure all client escalations are managed promptly and effectively, maintaining trust and satisfaction.

4. Compliance, Quality, and Risk Management

Ensure adherence to company policies, client contractual obligations, and South African labor laws. Uphold compliance with POPIA, occupational health and safety, and operational governance standards, such as but not limited to, ISO, HIPAA, PCI DSS, etc. Collaborate with Quality Assurance and Continuous Improvement teams to maintain high-quality standards and audit readiness. Implement corrective actions for non-conformance or underperformance swiftly and effectively.

5. Reporting & Business Performance

Deliver accurate and timely operational reports to both Redial leadership and clients. Analyse data to identify risks, trends, and opportunities that support strategic decision-making. Contribute to the growth and scalability of Redial BPO through innovation and operational excellence.

Behavioral Competencies

Authentic Leadership: Leads with transparency, empathy, and integrity. Strategic Thinking: Anticipates challenges and builds forward-looking plans. Collaboration: Promotes teamwork and unity across departments and sites. Resilience: Demonstrates calm and confidence under pressure. Results Orientation: Focused on outcomes, execution, and measurable success. Innovation & Improvement: Continuously seeks smarter, more efficient ways to operate. Client-Centricity: Understands and prioritizes client needs, ensuring long-term trust.

People Empowerment: Develops and uplifts others through coaching and recognition.



Qualifications & Experience

Minimum 5 years of experience in BPO call center management, with at least 2 years in a senior leadership role. Bachelor's degree in business administration, Operations Management, or related field a plus. Fluent in English (spoken and written). Proficient in workforce management tools, CRM systems, and Microsoft Office Suite. Strong understanding of U.S. customer service standards and expectations. Proven ability to lead large teams and manage complex operations. Excellent communication, people leadership, relationship management skills problem-solving, and organizational skills. Strong knowledge of South African BPO landscape, labor legislation, and market trends. Experience managing international clients (U.S., U.K., or E.U.) advantageous. Certification or knowledge in Lean, Six Sigma, or continuous improvement methodologies preferred. Familiarity with remote and hybrid workforce models.

Join our team and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.


REDIAL BPO will never request any form of payment--whether for applications, interviews, or job placements--from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.