Senior Call Centre Manager

Lead. Transform. Accelerate Growth.

Quantanite is expanding — fast — and our excellence is being recognized across the industry. We are proud to announce that we have been awarded TOP BPO Operator of the Year 2025 at the prestigious BPESA Awards, alongside numerous other recognitions in multiple other categories.

As we continue scaling and onboarding major international clients, we're looking for exceptional leaders ready to step into a high-impact role. If you're an ambitious BPO professional with a passion for people, performance, and operational leadership, this is the perfect opportunity to join an award-winning organization and lead large, fast-growing campaigns.

About the Role

As a Senior Call Centre Manager, you'll oversee high-volume teams, manage multiple client campaigns, and ensure seamless delivery within a dynamic, rapidly expanding environment. This role is ideal for a strong operations leader with 3+ years of BPO management experience who thrives in a fast-paced, results-driven contact centre setting.

Position: Senior Manager – Operations / Senior Contact Centre Operations Manager

Location: Sandton

Hours: Quantanite is a 24/7 business operating globally, hours are aligned to the markets we serve

Reports To: Director of Operations

Key Responsibilities

Operational Excellence & Performance Management

• Lead and manage multiple call centre teams across large, high-volume campaigns.
• Ensure consistent achievement of KPIs and SLAs across all programs.
• Streamline workflows and identify opportunities to improve efficiency and service delivery.
• Support the onboarding and launch of new client accounts as the business grows.
• Collaborate with Workforce Management and Quality Assurance to maintain performance consistency.

People Leadership & Development

• Lead, coach, and mentor Call Centre Managers, Team Leaders, and agents.
• Build a culture of accountability, empowerment, and continuous improvement.
• Identify and develop high-potential talent for succession planning.
• Create a positive, engaging environment where teams are supported and motivated.

Client Relationship & Stakeholder Management

• Act as the primary operational partner for key client stakeholders.
• Conduct regular performance reviews and identify opportunities for account expansion.
• Maintain strong, trust-based relationships grounded in transparency and value delivery.

Financial & Resource Management

• Contribute to annual budgeting and ensure cost-efficient operations.
• Monitor performance metrics and analyze trends to inform decisions.
• Plan resources effectively to align with campaign and revenue requirements.

Strategic Impact & Innovation

• Work closely with the Director of Operations to align operational execution with broader business strategy.
• Lead innovation and transformation initiatives to enhance scalability and service excellence.
• Identify risks early and implement proactive mitigation strategies.

Experience:

• Minimum of 3-5 years in a BPO contact centre environment.
• At least 3-5 years in a managerial or supervisory role.
• Previous experience serving an International Client base.

Education/Certifications:

• Bachelor's degree in Business Administration, Management, or a related field preferred. (Equivalent work experience will be considered)
• Relevant certifications (e.g., Call Centre Management, Six Sigma) are a plus.

Skills:

• Strong leadership and team management capabilities.
• Excellent analytical and problem-solving skills.
• Proficiency in call centre software and CRM systems.
• Superior verbal and written communication skills.
• Attributes:
• Ability to manage multiple tasks and prioritize effectively.
• Strong decision-making skills.
• Proactive and results-oriented mindset.
• Ability to work under pressure and handle challenging situations.

What We Offer

• Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
• Training: Comprehensive technical and leadership training to support your growth.
• Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
• Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.