Were Hiring: Call Centre Manager

Are you an experienced call centre or service desk leader who thrives in a fastpaced customercentric environment

We are looking for a dynamic Call Centre Manager to oversee our multilocation support operations and lead a highperformance team supporting retailers across Southern Africa.

About the Role

As our Call Centre Manager you will lead a distributed support team responsible for delivering exceptional service to clients using our retail software solutions. You will oversee daily operations manage technical support processes drive customer service excellence and ensure the smooth handling of incidents escalations and softwarerelated issues. This is a critical leadership position suited to a solutionsdriven professional who is confident in managing people resolving complex challenges analysing data and fostering a culture of firstcall resolution. The role includes developing and coaching a diverse team optimising operational processes managing SLAs and OLAs coordinating software releases and presenting performance insights to management. You will also lead workforce planning leave and attendance management training and succession planning while collaborating closely with technical product and operational teams to address customer needs.

Skills & Competencies

We are looking for a strong leader with excellent communication and interpersonal skills a solid analytical mindset and the ability to interpret data and identify root causes. You should demonstrate exceptional organisational administrative and planning strength along with high customer focus and strategic thinking. Proficiency in Microsoft Office and Teams is required and working knowledge of ITIL principles is advantageous. A deep understanding of retail and FMCG environments along with basic financial acumen for budgeting and overtime tracking is essential.

Qualifications & Experience

The ideal candidate will have a minimum of five years experience in call centre management with proven success leading technical support or service desk teams. A tertiary qualification in Business Management Business Administration or a related field is preferred. Experience in technology software and retail environments is essential as is exposure to training development and HR practices. Experience leading distributed or hybrid teams across multiple regions will be highly beneficial.

Desirable Certifications & Exposure

Additional advantages include exposure to ITIL SDI or ISO20000 frameworks experience supporting retail software or similar service environments familiarity with cloud technologies or ecommerce support and data analysis skills or training.

Work Environment

This is an officebased role located in Cape Town within a fastpaced highly collaborative environment supporting retailers across Southern Africa.

Ready to Make an Impact

If you are passionate about leading exceptional service delivery teams and thrive in a dynamic operational environment wed love to hear from you.