Manager: Call Centre

What will you do?

Operational Management

• Own overall operational performance across the call centre, with direct accountability for service levels, productivity, adherence, service recovery, and execution discipline.
• Remove performance barriers quickly and effectively to maintain service quality.
• Ensure operational decisions translate into measurable improvements in performance and customer outcomes
• Direct the day-to-day activities of the call centre team to maintain efficiency and high performance.

Stakeholder Engagement

• Act as a key operational leader across the contact centre, ensuring alignment and execution.
• Partner closely with WFM, QA, Training, BI, and other supporting functions to resolve performance risks.
• Identify, address, and mitigate risks that impact service delivery.
• Deliver clear, data-driven insights to guide decision-making and execution.
• Escalate emerging issues early to prevent disruption and ensure timely resolution.
• Drive cross-functional action that improves end-to-end delivery and enhances customer service outcomes.

Workforce Management & Capacity Planning

• Lead workforce execution in partnership with WFM, ensuring forecasts, schedules, shrinkage controls, and real-time interventions are effectively applied to capacity management.
• Align demand with resource deployment to protect service levels and maintain operational stability.
• Drive productivity improvements through proactive workforce planning and efficient allocation of resources.
• Minimise avoidable inefficiency by monitoring performance trends and implementing timely adjustments.

Performance Management & Reporting

• Drive disciplined performance management across key measures including SLA, productivity, adherence, quality, repeat contact drivers, and client experience indicators.
• Provide clear visibility of performance results to ensure transparency across the team.
• Hold leaders accountable for meeting delivery targets and operational standards.
• Take quick corrective action when results are off track to restore performance

People Leadership

• Build and lead a high-accountability frontline leadership team by strengthening the capability of Team Leaders and Supervisors.
• Develop leaders to manage performance effectively, coach with impact, and lead consistently.
• Create a culture of ownership and engagement that drives team effectiveness.
• Promote leadership discipline to support retention of critical talent and long-term success.

Customer Experience Management

• Improve client experience by ensuring quality interactions in every call.
• Reduce repeat contacts by addressing issues fully the first time.
• Resolve complaints and service failures through root cause fixes, not short-term solutions.
• Use operational insight to spot recurring pain points and drive improvements.
• Strengthen client trust and ensure consistent service delivery.

Process & Efficiency Improvement

• Lead continuous improvement across processes, controls, and ways of working.
• Identify inefficiencies and take action to remove them.
• Strengthen standard operating discipline to ensure consistency.
• Support simplification and automation initiatives that make work easier and faster.

What will make you successful in this role?

Qualification & Experience 

• Bachelor’s degree in Business Administration, Management, or related field (preferred).
• 8-10 yesrs’ 5+ years of experience in a call centre environment (inbound and outbound), with at least 5 years in a supervisory or managerial role.
• RE5 (advantageous)
• Proven track record of achieving operational targets and improving team performance.

Skills and Competencies

• Strong operational leadership,
• Workforce and capacity management insight
• Performance turnaround capability,
• Data-led decision-making
• Stakeholder influence
• Ability to build accountable frontline leadership teams.
  Sound understanding of contact centre systems, reporting environments, and continuous improvement disciplines is required.

Behavioural Attributes

• Decisive and resilient
• Execution-focused
• Commercially aware and credible in high-pressure environments.
• Strong ownership, sound judgement, and the ability to lead through complexity and performance pressure.

Personal Attributes

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation