Call Centre Manager

Are you an experienced call centre or service desk leader who thrives in a fast‑paced, customer‑centric environment?

We are looking for a dynamic Call Centre Manager to oversee our multi‑location support operations and lead a high‑performance team supporting retailers across Southern Africa.

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 software‑related issues. This is a critical leadership position suited to a solutions‑driven professional who is confident in managing people, resolving complex challenges, analysing data, and fostering a culture of first‑call 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.

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.

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.

Additional advantages include exposure to ITIL, SDI, or ISO
20000 frameworks, experience supporting retail software or similar service environments, familiarity with cloud technologies or e‑commerce support, and data analysis skills or training.

This is an office‑based role located in Cape Town, within a fast‑paced, highly collaborative environment supporting retailers across Southern Africa.

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