# Call Centre & Contact Centre Professionals

> Hire Resolve.com · 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 Resolve.com](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/998152DD6D/apply)

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