Call Centre Manager (A)

About the role: 

Quantanite is a global leader in business process outsourcing (BPO) and customer experience (CX), driven by AI and cutting-edge technology. Our focus is on making operations smarter, faster, and more seamless for our clients by combining automation with human expertise to deliver exceptional results. With a team of over 2800 + professionals worldwide, we’re at the forefront of redefining how businesses operate in the digital age. Our approach emphasizes orchestrating people, processes, and AI-driven solutions to ensure efficiency and innovation at every level. As we continue to grow and expand our AI and digital transformation initiatives, we’re looking for a Call Centre Manager to help lead and scale our operations from Johannesburg.

Responsibilities

• Responsible for a portion of our call centre operations in Johannesburg, South Africa


• Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations


• Work closely together with the sales organisation to on-board new clients


• Work closely together with Operations Directors to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning


• Manage and develop the Call Center agents including informing training and development for new hires and for their professional growth


• Ensure the company operates within the framework of legislation within the countries Quantanite operates and enforce the company’s rules and policies


• Manage and oversee overall performance and service level agreement

Requirements

• Proven and successful ability to lead call center agents towards growth


• Excellent English communication (written, verbal, listening, etc.) and interpersonal skills


• Desire to build career in one organisation for the next 3+ years


• Outstanding communication and negotiation skills


• A person of high integrity, honest, straight-forward and transparent


• A Bachelor's degree is desirable


• Project management and/or training experience is desirable


• Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills


• Highly proficient with ERP software and other applicable tools such as CRM


• Good experience in call center platforms

Competencies

• Professional, emotionally mature and ethical


• Strong, proactive, service mindset and customer focused


• Strong interpersonal skills and ability to work well with a broad range of personality styles and types


• High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution


• Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans


• Passion for customer service!


• Stay calm under pressure!