Call Centre Manager

The Call Centre Manager is responsible for the overall leadership, performance, and strategic management of the MSXI Contact Centre. The role ensures the delivery of exceptional customer experiences, achievement of operational KPIs, client satisfaction, and continuous improvement across all contact centre activities.

The Call Centre Manager leads Team Leaders and Contact Centre Agents, driving operational excellence, workforce effectiveness, quality assurance, employee engagement, and commercial performance. This role acts as the primary operational liaison between MSXI and its clients, ensuring that service delivery aligns with contractual obligations, business objectives, and MSXI values.

The position combines operational leadership, people management, stakeholder engagement, project management, and continuous improvement responsibilities to deliver a high-performing and customer-centric operation.

1. Operational Leadership & Service Delivery

• Lead the day-to-day operations of the Contact Centre, ensuring all service levels, operational targets, and client requirements are consistently achieved.
• Ensure adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and operational procedures.
• Monitor real-time operational performance and implement corrective actions to maintain service excellence.
• Drive operational efficiency through effective resource allocation, scheduling, workforce planning, and capacity management.
• Manage escalated customer issues and ensure timely resolution of complex cases.
• Ensure compliance with company policies, client requirements, data protection standards, and regulatory obligations.
• Maintain MSXI business, brand, safety, and quality standards across all operations.

2. Performance Management

• Establish, monitor, and manage departmental KPIs and performance targets.
• Conduct regular performance reviews with Team Leaders and provide coaching and development support.
• Identify performance gaps and implement improvement plans to drive operational excellence.
• Analyse operational data and trends to improve productivity, efficiency, customer satisfaction, and employee performance.
• Drive a culture of accountability, ownership, and continuous improvement.
• Recognise and reward high performance while managing underperformance effectively.

3. People Leadership & Team Development

• Lead, coach, mentor, and develop Team Leaders and contact centre staff.
• Create a high-performance culture focused on engagement, accountability, collaboration, and customer service excellence.
• Oversee recruitment, onboarding, training, succession planning, and retention initiatives.
• Ensure employees receive ongoing development opportunities and career growth support.
• Conduct annual performance reviews and support individual development plans.
• Foster a positive, inclusive, and motivating working environment.
• Support employee wellness, engagement, and retention initiatives.

4. Client & Stakeholder Management

• Serve as the primary operational contact for assigned clients and key stakeholders.
• Build and maintain strong client relationships through regular communication, performance reviews, and business updates.
• Conduct operational and KPI review meetings with clients and internal stakeholders.
• Understand client business objectives and align operational delivery accordingly.
• Identify opportunities to improve customer experience, service delivery, and commercial value.
• Support contract growth, retention, and future business opportunities.

5. Quality Assurance & Customer Experience

• Champion a customer-centric culture throughout the operation.
• Ensure all customer interactions meet or exceed quality standards and client expectations.
• Oversee quality monitoring programmes, calibration sessions, and coaching initiatives.
• Review customer feedback, complaints, and satisfaction metrics to identify improvement opportunities.
• Drive initiatives that enhance Customer Satisfaction (CSAT), Net Promoter Score (NPS), and overall customer experience.
• Ensure corrective actions are implemented and monitored for effectiveness.

6. Reporting, Analytics & Business Insights

• Produce and present daily, weekly, monthly, and quarterly operational reports.
• Develop analytical reporting that provides meaningful business insights.
• Monitor operational trends and use data to identify risks, opportunities, and performance improvements.
• Present recommendations and business cases to senior leadership and clients.
• Ensure accurate tracking and reporting of KPIs, attendance, productivity, quality, and customer satisfaction metrics.

7. Continuous Improvement & Project Management

• Lead operational improvement initiatives that increase efficiency, quality, and customer satisfaction.
• Identify process improvement opportunities through performance analysis and stakeholder feedback.
• Support implementation of new technologies, systems, and operational processes.
• Manage operational projects and programme launches within agreed timelines and budgets.
• Drive innovation and adoption of best practices across the contact centre environment.
• Collaborate with internal departments to deliver business improvement initiatives.

8. Financial & Resource Management

• Manage operational budgets and resource planning activities.
• Monitor staffing requirements and optimise workforce utilisation.
• Support forecasting, budgeting, and operational planning processes.
• Identify opportunities for cost optimisation while maintaining service quality.
• Ensure effective utilisation of operational resources and technology platforms.

Key Performance Indicators (KPIs)

• Service Level Achievement
• Average Speed of Answer (ASA)
• Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Quality Assurance Scores
• Productivity and Utilisation
• Schedule Adherence
• Employee Engagement
• Absenteeism and Attrition Rates
• Client Satisfaction
• Budget Management
• Operational Efficiency Metrics

Qualifications & Experience

Essential

• Matric (Grade 12)
• Minimum 5 years' experience within a Contact Centre environment
• Minimum 3 years' experience in a leadership or management role
• Proven experience managing Team Leaders and large operational teams
• Strong understanding of contact centre operations, workforce management, quality assurance, and customer service principles
• Experience in client relationship management and stakeholder engagement
• Experience using contact centre technologies, reporting tools, and workforce management systems

Desirable

• Diploma or Degree in Business Management, Operations Management, Customer Service, Commerce, or related field
• Contact Centre Management qualification
• Project Management qualification
• Lean, Six Sigma, or Continuous Improvement certification
• Experience managing multi-channel customer service operations

Skills & Competencies

Leadership

• Team Leadership
• Coaching and Mentoring
• Performance Management
• Employee Development
• Change Management
• Conflict Resolution

Business & Operational Skills

• Contact Centre Operations Management
• Workforce Planning
• Resource Management
• Project Management
• Process Improvement
• Strategic Planning
• Risk Management
• Financial Acumen

Analytical Skills

• Data Analysis
• Reporting and Dashboard Interpretation
• Problem Solving
• Decision Making
• Performance Trend Analysis

Interpersonal Skills

• Stakeholder Management
• Client Relationship Management
• Communication and Presentation Skills
• Negotiation and Influencing Skills
• Collaboration and Relationship Building

Technical Skills

• Contact Centre Platforms and CRM Systems
• Workforce Management Systems
• Microsoft Excel, Word, PowerPoint, and Outlook
• Reporting and Business Intelligence Tools

Behavioural Attributes

At MSXI, we value:

1. Getting it done
2. Proving our words with our actions
3. Creating a better tomorrow for our clients every day
4. Fearlessly exploring new roads
5. Delivering on our commitments
6. Being exceptional teammates

The Call Centre Manager is expected to:

• Be customer-focused and results-driven
• Demonstrate strong accountability and ownership
• Lead with integrity and professionalism
• Inspire, motivate, and develop others
• Be adaptable and open to change
• Drive innovation and continuous improvement
• Think strategically while executing operationally
• Remain resilient under pressure
• Make sound decisions based on data and business needs
• Promote collaboration and teamwork across all levels of the organisation

Success Profile

A successful Call Centre Manager consistently delivers outstanding customer experiences, achieves operational and financial targets, develops high-performing teams, maintains strong client relationships, and drives continuous improvement that contributes to the growth and success of both MSXI and its clients.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.