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Call Centre Manager for Quantanite | Onsite Jhb

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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!
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