Call Centre Operations Manager

• Application Deadline: 11 December 2025
• Job Location: Bellville, Western Cape
• Job Title: Call Centre Operations Manager
• Education Level: Diploma
• Job Level: Management
• Minimum Experience: 5- 7 Years

A renowned cosmetic manufacturing company is looking for a "Call Centre Operations Manager: Sales" to join their team on a full-time permanent basis for their offices in Bellville, Cape Town.

Position Overview:

The Call Centre Operations Manager: Sales leads the team responsible for accurately and efficiently processing Member orders and recognition data, ensuring seamless order flow to the warehouse, compliance with SLAs, and proactive risk management to protect and enhance the Member experience.

This role oversees order processing operations to consistently achieve service delivery targets, drives error-reduction initiatives to improve quality and aftersales accuracy, implements efficiency and automation opportunities to control costs, and leads, coaches, and develops the Sales Floor team through performance discussions, skills training, and SOPs.

The manager collaborates with the Warehouse Manager to synchronise workflows, builds strong stakeholder relationships, ensures compliance with OHS standards through safety talks and inspections, and embeds the company's values, culture, and leadership principles across all operational areas.

Position Responsibilities:

• Service Delivery Champion: Oversee order processing operations and ensure SLAs are consistently achieved with a relentless focus on OTIF delivery.
• Quality Assurer: Ensure accuracy of order processing and aftersales data; resolve queries quickly; drive error-reduction initiatives.
• Efficiency Driver: Drive initiatives to improve efficiency, reduce manual interventions, and enhance accuracy through automation and process optimisation.
• Cost Controller: Analyse daily stats to ensure optimal team performance and control cost per order line.
• People Leader: Lead, coach, and develop Sales Floor supervisors and team members; conduct weekly discussions on performance and improvement.
• Skills Developer: Empower staff through skills development and training on SOPs; drive an engaged, motivated, and accountable workforce.
• Collaborator: Work closely with the Warehouse Manager to synchronise order flow and dispatch timelines; build and maintain strong working relationships with internal and external stakeholders.
• Stakeholder Engager: Engage with senior leadership to set and review policy standards; demonstrate and embed company's values, culture, and leadership principles.
• Safety and Compliance Officer: Ensure OHS compliance and create a safe working environment; conduct regular safety talks and inspections.
• Continuous Improver: Ensure all processes are documented, standardised, and continuously improved; keep updated on industry standards and trends.
• Cultural Ambassador: Implement the company values and culture in the execution of duties and through interactions with all.

Position Requirements:

• Tertiary qualification in Business Management or equivalent with exposure to Supply chain, logistics, call-centre, or retail.
• Minimum of 5-years' experience in a management role with exposure to call centre, supply-chain, shipping operations and/or logistics in relevant industries (preferably FMCG, retail, or direct selling).
• At least 3 years in a Key Account Management or Retail role.
• Ability to manage, motivate and develop team members.
• Ability to easily adapt and thrive in a fast-paced working environment.
• Strong prioritisation, time-management, and project management skills.
• Good communication skills with ability to present complex information to a wide range of audiences.
• Customer service orientated while being efficient and proactive.
• Ability to effectively engage and interact with Members directly.
• Conflict resolution management.
• Creative and practical problem-solving skills – solution orientated.
• Attention to detail.
• Ability to understand and interpret volumes of data.
• Ability to work under pressure.
• Computer literate in MS Office (Word/Excel/PowerPoint) and operational reporting systems.

Personality Traits:

• Detail-Oriented: Exhibits meticulousness in finding and correcting errors; ensures accuracy by being thorough and methodical; produces high-quality work with a focus on perfection and organisation.
• Meeting Timescales: Is target-focused and reliable in meeting deadlines; maintains punctuality; keeps to schedules to ensure timely completion of tasks.
• Resilience: Strives to achieve outstanding results with ambition and determination; persists through difficulties to accomplish tasks and goals without giving up.
• Teamwork: Works cooperatively with others; encourages team contributions; involves team members in decision-making to foster a collaborative environment.
• Directing People: Comfortably leads and directs people; coordinates group activities; seeks to control and manage team dynamics to achieve objectives.
• Upholding Standards: Behaves ethically and justly; maintains confidentiality; meets commitments with integrity; leads by example to uphold high standards.
• Managing Tasks: Manages multiple tasks efficiently; plans activities systematically; prioritises tasks to handle several activities concurrently.
• Adopting Practical Approaches: Applies practical skills effectively; learns by doing; is dependable and responsible in fulfilling obligations and commitments.
• Giving and Receiving Feedback: Is open to give and receive feedback; invites critique; uses feedback to improve performance while encouraging a culture of constructivefeedback.
• Change Leadership: Copes well with change; tolerates uncertainty; adapts to new challenges and emerging situations with flexibility.

Applying for this position:

• Only open to South African citizens.
• If you are interested in this great career opportunity, please send your CV.