Call Centre Support Manager

About the role

The Communication Centre Support Manager will lead a team of consultants delivering high‑quality service to financial intermediaries and investors. Based in Cape Town, this role focuses on operational excellence, data‑driven decision making, and fostering a culture of accountability and continuous improvement.

Key responsibilities

• Lead, coach and develop call‑centre and email teams to achieve service level agreements.
• Implement and monitor quality‑assurance processes, ensuring fair treatment of customers.
• Analyse performance data, prioritize work, and make data‑driven decisions to improve efficiency.
• Manage workflow, delegation and prioritisation across the Communication Centre.
• Oversee recruitment, performance management and ongoing training initiatives.
• Drive the implementation of new ways of working (NWOW) and team processes.
• Handle escalated technical enquiries and complaints, providing clear resolution guidelines.

Required profile

• Proven experience managing a contact‑centre or similar customer‑service operation.
• Strong leadership skills with a collaborative, transparent communication style.
• Ability to inspire and develop teams while maintaining efficient workflow management.
• Data‑analysis mindset with experience making decisions based on performance metrics.
• Commitment to treating customers fairly and delivering exceptional client experiences.

Required skills