Call Centre Manager

The Call Centre Manager is responsible for the full establishment and management of OUTA's outbound call center, with a sharp focus on building a high-performance team that drives new supporter acquisition. This includes strategic planning, recruitment, training, development of commission structures, procurement and management of lead lists, and optimisation of conversion rates. The role requires a deep understanding of outbound call center operations and acquisition strategy that is gained through direct, high-level experience.

While some oversight of inbound supporter relations is required, the core responsibility lies in scaling outbound operations to increase OUTA's financial sustainability through new recurring donations.

OUTPUT 1: Outbound Call Centre Establishment & Operations

• Design and implement OUTA's outbound call center model from the ground up.

• Recruit, onboard and train outbound agents using tested strategies specific to acquisition environments.

• Develop and maintain scripts, calling procedures and reporting systems informed by advanced understanding of behavioral donor psychology and sales conversion tactics.

• Set performance targets and ensure alignment with supporter acquisition goals.

• Monitor agent performance and drive continuous improvement of call outcomes through data-informed decision-making.

OUTPUT 2: Commission Structure Development & Management

• Develop structured, tiered commission models for outbound agents based on acquisition performance.

• Ensure alignment with OUTA's financial and strategic goals while incentivizing productivity.

• Manage monthly commission tracking and payouts, ensuring accuracy, transparency, and agent trust.

• Continuously assess and optimize commission models to maintain motivation and cost-efficiency.

OUTPUT 3: Lead List Management & Reporting

• Oversee procurement and analysis of commercial and NGO-specific lead databases.

• Apply segmentation logic to enhance targeting effectiveness.

• Ensure compliance with POPIA and data protection standards.

• Generate insights from lead quality and conversion trends to inform outbound strategy.

• Develop daily and monthly performance dashboards using data analytics tools to drive management decisions.

OUTPUT 4: Supporter Enquiries & Retention Management

• Ensure supporter enquiries are addressed timeously by the inbound team and integrated into broader supporter engagement feedback loops.

• Regularly monitor and manage OUTA's supporter age analysis to identify lapsed or at-risk donors.

• Implement and oversee systems to chase up on failed debit orders and ensure their resolution.

• Develop reminder and engagement systems for annual supporters approaching renewal.

• Work with inbound team to renew expired credit cards and update payment details efficiently.

• Manage the database of cancelled supporters, analyse trends, and implement targeted interventions to recover support where possible.

• Personally manage relationships with high-value or at-risk donors requiring experienced engagement.

OUTPUT 4: Inbound Team Oversight & Development

• Provide experienced oversight to the inbound team, ensuring operational alignment and donor-centricity.

• Develop complex workflow systems and refine processes to professionalise inbound operations.

• Mentor staff using leadership principles derived from senior call center experience.

Qualifications and Experience:

• Diploma or certification in Customer Service, Call Centre Management, Communications, or related field or suitable experience in a similar role.

• Minimum 5 years' hands-on experience managing outbound call center operations, including staff development, strategic planning, and acquisition delivery.

• Minimum 3–5 years' proven experience in donor acquisition, retention and supporter engagement within a non-profit or fundraising-driven environment is essential. Preference will be given to candidates with NGO-specific outbound acquisition experience.

• Demonstrated success in establishing new call center systems and teams within a non-profit or fundraising environment.

• Experience must be current (within the last 5 years) and reflect work in donor acquisition or supporter growth functions.

• Demonstrated application of POPIA and data ethics in donor acquisition and fundraising campaigns, with a clear understanding of consent, opt-in requirements, and compliance risk management.

• Proven experience in developing and managing incentive/commission structures for outbound sales or donor acquisition teams.

• Demonstrated experience in direct daily management of at least 10 call center agents, including performance-based coaching, commission/incentive alignment, and continuous improvement feedback loops.

Knowledge:

• Understanding of donor engagement, relationship management, and fundraising in a non-profit environment.

• Knowledge of call center operations, supporter care protocols, and lead generation strategies.

• Familiarity with South Africa's data protection laws (POPIA) and ethical donor acquisition practices.

• Hands-on experience using donor CRM systems (e.g. Odoo, Salesforce or similar), predictive dialers and lead management platforms is required.

• Knowledge of strategic donor acquisition funnels and supporter journey mapping.

• Strong grasp of South Africa's civil society environment and fundraising ethics.