Call Centre Manager

About the role

Sanlam Developing Markets is seeking a Call Centre Manager to lead its contact centre operations in Gauteng. The role focuses on delivering high‑quality service, driving productivity, and aligning the team with the company’s strategic objectives.

Key responsibilities

• Own overall operational performance across the call centre, ensuring service levels, productivity, adherence and effective service recovery.
• Identify and remove performance barriers quickly to maintain service quality.
• Direct day‑to‑day activities of the call‑centre team, ensuring efficiency and high performance.
• Partner closely with Workforce Management, Quality Assurance, Training, Business Intelligence and other support functions to mitigate risks and resolve performance issues.
• Provide data‑driven insights to guide decision‑making and escalation of emerging issues.
• Lead workforce execution, managing forecasts, schedules, shrinkage controls and real‑time interventions.
• Align demand with resource deployment to protect service levels and operational stability.
• Drive disciplined performance management across SLA, productivity, adherence, quality and repeat‑contact drivers.

Required profile

• Proven experience leading call‑centre or contact‑centre operations.
• Strong leadership and people‑management skills, with ability to develop supervisors and team leaders.
• Excellent analytical and problem‑solving abilities to remove performance barriers.
• Effective communication and stakeholder‑management capabilities.

Required skills