Senior Operations / Call Center Manager – Call Center Cervont | South Africa (Remote)

Recruitment & Team Building

• Partner with HR to recruit agents and Team Leads at scale
• Define hiring profiles for outbound performers and build screening processes that identify them
• Sit in on final-round interviews for all leadership hires
• Build a bench for promotion from within and develop your own succession pipeline

Training & Development

• Own agent onboarding outcomes from day one through ramp
• Ride along with new hires through their first two weeks on the floor
• Identify skill gaps in real time and build coaching cadences for Team Leads
• Run daily floor-walks and live coaching sessions
• Work with training teams to close systemic gaps

Floor Leadership & Motivation

• Be visible on the floor every single day
• Drive energy through tough shifts and bring agents back when conversion dips
• Handle the emotional reality of cold outbound work — celebrate wins, reset after losses
• Take calls yourself when needed to model the behavior you expect
• Hold Team Leads accountable for the morale and output of their teams

Operations Leadership

• Oversee daily performance across multiple outbound campaigns
• Manage and develop Team Leads and Supervisors
• Drive accountability across attendance, productivity, and results
• Monitor real-time metrics and act on them quickly
• Maintain a high-performance culture across all teams

Dialer & Campaign Management

• Optimize dialing performance and pacing strategies
• Monitor contact rates, conversion rates, and agent productivity
• Ensure staffing and lead volume are properly aligned
• Support the setup and launch of new campaigns

Workforce Planning

• Forecast staffing needs and manage headcount
• Align agent schedules to lead volume and campaign demand
• Monitor attrition trends and build hiring plans to stay ahead

Performance Management

• Own KPIs across all teams and campaigns
• Identify performance risks early and implement corrective action
• Provide daily and weekly performance reporting to leadership
• Ensure Team Leads are actively managing their teams

Script & Process Improvement

• Review and improve scripts and call flows on a regular basis
• Identify training gaps and work with training teams to close them
• Drive continuous improvement across all operational areas

Candidate Requirements (Skills and Experience)

Experience Required

• 5years of call center leadership experience
• 2years managing Team Leads or Supervisors
• Proven experience managing large outbound teams (50–200agents preferred)
• Track record of recruiting, training, and developing agents and Team Leads at scale
• Hands-on experience with auto-dialers (Five9, Genesys, NICE, Avaya, or similar)
• Strong workforce planning and staffing management background
• Experience improving scripts, call flows, and operational processes

Preferred Background

• Experience in legal intake, lead generation, or hard outbound sales call centers
• Experience running US or UK outbound campaigns
• Experience building or scaling a call center operation from the ground up
• Remote team management experience

Leadership Qualities

• Hard-nosed, floor-present, and not afraid of difficult conversations
• Motivates teams through pressure rather than caving to it
• Takes ownership and drives accountability at every level
• Makes fast, decisions
• Builds strong leaders under them
• Communicates clearly with both agents and executive leadership
• Holds teams accountable while keeping morale and energy high

Compensation Base Salary: R35,000 – R65,000/month depending on experience and team size managed

Performance Incentive: Earn significantly more when your team hits targets — we reward leaders who deliver

Total earning potential for the right candidate: R75,000 – R85,000/month

Please answer these two questions in your application:

1. What is the largest number of agents you have directly or indirectly managed, and what performance metrics were you personally responsible for?
2. Describe a time you had to turn around a struggling outbound team. What did you personally do on the floor, and what were the results?