Call or Contact Centre Manager Career in South Africa
Explore the official OFO occupation, common tasks, specialisations and approved South African qualification pathways.
Occupation overview
Manages the performance of call centre workers, processes and technology against financial and non financial operational targets.
What does a Call or Contact Centre Manager do?
A Call or Contact Centre Manager coordinates people, processes and technology so that a contact centre meets its financial and operational targets. The role may include managing service performance, quality, workforce planning, scheduling, telesales activities and the development of supervisors and agents.
Specialisations
Alternative job titles
How to become a Call or Contact Centre Manager in South Africa
- Learn about contact-centre operations, customer-service processes, performance measurement and workforce planning.
- Consider a relevant qualification such as the National Certificate: Contact Centre Support (NQF Level 2), the National Certificate: Contact Centre and Business Process Outsourcing Support (NQF Level 3), the Further Education and Training Certificate: Contact Centre Operations: Managing People (NQF Level 4), or the Higher Certificate in Call Centre Operations (NQF Level 5).
- Build practical experience in contact-centre operations and progressively take on responsibility for people, performance, quality, scheduling or workforce planning.
- Develop the ability to manage operational targets, financial and non-financial performance, processes and contact-centre technology.
- Confirm current qualification, provider and assessment details with SAQA or an accredited provider, and check workplace expectations with employers.
Edupstairs Preparation Guidance
Relevant contact-centre education can support entry into this field, but management roles commonly also involve workplace progression and increasing responsibility. Experience across operations, quality, workforce scheduling or telesales may be useful when preparing for different management specialisations. Qualification and provider details should be verified before enrolment.
Useful school subjects
- English
- Mathematics
- Mathematical Literacy
- Business Studies
- Computer Applications Technology
- Accounting
Skills that may help
- People management
- Communication
- Performance monitoring
- Operational target management
- Workforce planning and scheduling
- Quality management
- Numeracy and financial awareness
- Process coordination