Can you lead with purpose while keeping operations sharp and people engaged?
Afrizan BPO is seeking a hands-on Contact Centre Manager to oversee our LiveChat and Inbound teams. This role calls for a leader who can manage day-to-day operations, coach through complexity, and elevate performance across people, systems, and service.
Responsibilities
- Oversee daily contact centre operations and ensure delivery against all SLAs and KPIs
- Lead, coach, and support Team Leaders in driving service excellence and sales-through-service
- Collaborate with Workforce Planning to manage shifts, rosters, and training schedules
- Own and resolve operational challenges, staff escalations, and customer complaints
- Drive performance improvement through coaching, structured reviews, and reward systems
- Ensure compliance with all HR, risk, and operational policies
- Foster a high-performance culture that balances customer needs with staff development
- Partner across departments to remove blockers and improve service delivery
- Monitor and track revenue generation activities through proactive retention and up-sell strategies
Requirements
- Diploma in Business or Operations Management (essential); Degree or NQF Level 7 qualification (advantageous)
- 5–8 years’ experience in customer management, including 5+ years in people leadership roles
- At least 4 years in a Team Leader role and 2+ years in an Operations Manager role
- Experience in project management and driving revenue generation within a call centre
- Strong communication, problem-solving, and coaching ability
- Comfortable working in a high-pressure, fast-moving environment
- Proficiency in MS Office; multilingualism is an advantage (English, Afrikaans, Zulu, Sotho)
EE Disclaimer:
All positions will be filled in accordance with the company’s Employment Equity plan. We encourage people with disabilities to apply.
Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.