Job Overview

We are seeking a motivated and experienced Call Centre Manager to support a UK-based employer in leading and optimising a remote customer service team. This role is ideal for a South African professional who is organised, proactive, and confident working with UK teams remotely.

Key Responsibilities

• Manage and support a team of call centre agents, ensuring performance targets and quality standards are met
• Handle workforce planning, scheduling, training coordination, and team performance reviews
• Communicate effectively with internal teams and external stakeholders across time zones
• Maintain accurate records of team KPIs, call quality scores, and operational reports
• Use relevant tools such as call centre platforms, CRM systems, and workforce management software
• Support the wider business with escalation handling, SLA management, and customer satisfaction initiatives
• Identify opportunities to improve team efficiency, agent performance, and customer experience

Qualifications and Experience

• 3+ years of experience in call centre management or a related field
• Excellent written and verbal communication skills in English
• Strong organisational skills with the ability to manage a team and multiple priorities simultaneously
• Proficient in call centre platforms, CRM systems, and reporting tools
• Able to work independently and manage your own time effectively
• High attention to detail and a proactive approach to problem-solving
• Experience working with UK-based clients or employers is advantageous
• Must have a reliable laptop, stable internet connection, a headset, and a quiet working environment

Salary: R35,000/month | 100% Remote