Call Centre & Contact Centre Professionals

Job description

# Call Centre & Contact Centre Professionals > Hire · South Africa (Remote) · Full-time · Posted 2025-12-30 **Salary:** unknown currency 400,000–600,000 **Workplace:** remote **Department:** Information Technology ## Description **Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals** for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a **multi-role opportunity** spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with **progression toward senior leadership roles** (Senior Manager, Head of Contact Centre, and Director-level positions). ### Key Responsibilities - Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels - Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards - Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels - Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning - Implement QA frameworks, calibration routines, and root-cause analysis to improve consistency and compliance - Oversee onboarding, training, and knowledge management to maintain service readiness and quality standards - Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans - Support contact centre technology adoption (CRM, telephony/CCaaS platforms, diallers, QA tools, analytics/BI reporting) - Ensure customer handling and data practices align with **POPIA** expectations, including consent and secure processing where applicable[](https://popia.co.za/?utm_source=chatgpt.com) - Maintain safe working conditions aligned with the **Occupational Health and Safety Act (OHS Act)** and reasonable employer duties ## Requirements - **Education/qualifications:** Matric (NSC) typically required; relevant **diploma or degree** (Business, Communications, Operations, Analytics, or similar) is advantageous. Strong equivalent experience is considered - **Experience:** Typically **6–12+ years** in call centre/contact centre environments, including **3–6+ years** in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager) - **Core capabilities:** - People leadership, coaching, performance management, and change delivery - KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial) - WFM fundamentals (forecasting, scheduling, real-time management, adherence) - Quality assurance, training design, escalation/complaints management, and CX improvement - Strong stakeholder management across Operations, IT, Compliance, Sales, and HR - **Systems/tools (varies by role):** CRM/case management (e.g., Salesforce, Zendesk), CCaaS/telephony, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools) ## Benefits - Private Health Insurance - Pension Plan - Paid Time Off - Training & Development ## Apply [Apply at Hire ](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/998152DD6D/apply) --- Powered by [Workable](https://www.workable.com)