Are you ready to take charge of large-scale operations and lead high-performing teams to real results?
Afrizan BPO is looking for a strategic and experienced Senior Contact Centre Manager to drive service delivery across our LiveChat and Inbound divisions. This role requires a confident leader with a proven ability to manage multiple teams, deliver on SLA commitments, and elevate both people and performance in a fast-paced BPO environment.
Responsibilities
- Oversee daily operations and ensure alignment to service level agreements, KPIs, and business goals
- Lead and coach Team Leaders, enabling them to manage their teams effectively
- Review performance reports and implement actions to close delivery gaps
- Support the Head of Operations with strategic planning, shift management, and execution of business priorities
- Resolve escalated operational and customer service issues with urgency and professionalism
- Drive continuous improvement initiatives and ensure operational best practices are upheld
- Own training, performance management, and succession planning across all levels
- Champion customer satisfaction through a culture of service excellence and accountability
- Collaborate with internal and external stakeholders to remove obstacles and enhance service outcomes
Requirements
- Diploma in Business or Operations Management (essential); Degree/NQF 7 qualification (advantageous)
- Minimum 5–8 years in customer management with 5+ years in people leadership
- Previous experience in both Team Leader and Operations Manager roles (required)
- Proven track record in managing performance, driving change, and achieving business outcomes
- Project management exposure and ability to lead complex operational initiatives
- Proficient in MS Office and familiar with contact centre systems and performance dashboards
- Strong coaching, communication, and analytical skills
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.