Call Centre Manager

Call Centre Manager

Picture this: you’re the sharp-eyed conductor of a high-stakes digital banking orchestra, where AI handles the routine and human agents tackle the tough stuff like fraud, complaints, and KYC checks. In this role, you keep the outsourced BPO partner firing on all cylinders, ensuring seamless service as client volumes surge and automation gets smarter every day. It’s all about governance, performance chases, and turning data into real client wins in a fast-evolving fintech world.

CORE RESPONSIBILITIES

• Step into the driver’s seat for BPO governance – chair punchy daily stand-ups, weekly quality huddles, and quarterly capacity deep-dives to keep everything ticking over.
• Act as the key counterpart to the BPO’s Contact Centre Manager, owning the Schedule of Work and driving accountability.
• Review and green-light monthly demand signals, capacity plans, and seasonal peaks, while handling change requests for headcount or SLAs.
• Manage the Resolution Floor, tracking AI trends and escalating underperformance with solid remediation plans.
• Dive deep into performance and quality – own the monthly scorecard, crunch CRM metrics, and calculate service credits to hold standards high.
• Monitor handoff quality from AI to agents, ensuring that golden thread compliance stays on target.
• Oversee QA sampling, coaching feedback loops, and spot patterns in escalations to feed back to product and automation teams.
• Check regulatory attestations monthly – from STR timeliness to POPIA requests – and flag any risks pronto.
• Master capacity and flex – translate growth forecasts into volume plans, coordinate product launches, and track flexible staff deployments.
• Lead annual seasonal peak planning and reconcile billing impacts.
• Partner with AI and training leads to prep the BPO for launches and scope shifts.
• Keep the knowledge engine humming – coordinate training pipelines, monitor agent certifications, and log every update from product to AI changes.
• Ensure no uncertified agents touch live interactions and training hits deadlines every time.
• Champion compliance and coordination – stay across TCF, FICA, and FAIS regs, maintain audit-ready docs, and loop in stakeholders from finance to product teams.

REQUIREMENTS

• Bring your A-game with a relevant tertiary qualification in Business or Operations Management (NQF 6+), plus a FAIS-relevant qual or commitment to grab one within 12 months.
• 7+ years in contact centre ops or BPO governance, including 3 years in relationship management; financial services experience (especially retail banking) is a big plus.
• Proven track record managing SLAs, service credits, and multi-vendor setups; bonus for digital models, AI service, and CRM know-how.
• Sharp analytical skills, vendor savvy, cross-functional coordination, and rock-solid operational discipline.
• Ready to orchestrate service excellence that powers fintech growth?