Kontak Recruitment Vacancy For Call/Contact Centre Manager (National) ( JB751) 2026 – A Detailed Guide

Are you an experienced Call/Contact Centre Manager looking for a new opportunity to lead and inspire a dynamic team in 2026? Kontak Recruitment is currently seeking a National Call/Contact Centre Manager (JB751) for one of its prestigious clients. This exciting position is perfect for an individual with exceptional leadership and organizational skills, who thrives in a fast-paced, customer-centric environment.

In this article, we will dive into the details of this vacancy, including the job responsibilities, required qualifications, key skills, and how you can apply to join this forward-thinking organization in 2026.

About Kontak Recruitment

Kontak Recruitment is a well-established recruitment agency specializing in connecting talented professionals with top companies across South Africa. With years of experience, Kontak Recruitment has earned a reputation for offering personalized recruitment services that help companies find the perfect candidates for their needs. Their focus on finding the right fit ensures that both clients and candidates benefit from successful placements and long-term career satisfaction.

Job Overview: National Call/Contact Centre Manager (JB751)

Position Title: Call/Contact Centre Manager (National)
Reference Code: JB751
Location: National (Various locations across South Africa)
Industry: Call Centre/Customer Service
Job Type: Full-Time, Permanent
Salary: Competitive, based on experience

As the National Call/Contact Centre Manager, you will be responsible for overseeing the day-to-day operations of the client’s national contact centre, ensuring that it runs smoothly and efficiently while delivering excellent customer service. This managerial role is crucial for ensuring that performance targets are met, customer satisfaction is maintained, and staff members are continuously trained and motivated.

Key Responsibilities

In this role, your responsibilities will be varied and will include, but are not limited to:

1. Strategic Leadership:
   • Lead and manage the national contact centre, ensuring alignment with the company’s strategic objectives.
   • Develop and implement operational strategies and plans to improve service quality and achieve business goals.
   • Monitor and report on performance metrics, ensuring the contact centre meets or exceeds customer service targets.
2. Team Management and Development:
   • Supervise a large team of customer service agents, supervisors, and support staff.
   • Foster a positive, performance-driven culture where staff are motivated and engaged.
   • Conduct regular one-on-one meetings with team members, providing coaching, feedback, and career development support.
   • Manage recruitment, training, and staff performance, ensuring that all team members have the tools and knowledge needed to succeed.
3. Operational Efficiency:
   • Manage day-to-day operations of the contact centre, ensuring smooth functioning of all activities.
   • Develop and enforce contact centre policies, procedures, and best practices.
   • Ensure adherence to service level agreements (SLAs) and customer service standards.
   • Identify areas for process improvement and implement solutions to enhance operational efficiency.
4. Customer Satisfaction:
   • Ensure high levels of customer satisfaction by overseeing the quality of customer interactions and service delivery.
   • Resolve escalated customer complaints and issues in a professional and timely manner.
   • Use customer feedback and data analytics to drive improvements in service delivery.
5. Reporting and Analytics:
   • Prepare regular reports on key performance indicators (KPIs) and provide actionable insights to senior management.
   • Analyze performance data, including call volume, response times, customer satisfaction rates, and more.
   • Continuously assess and adjust operational strategies based on data-driven insights.
6. Budget Management:
   • Manage the contact centre’s budget, ensuring cost-effective operations.
   • Control expenses related to staffing, equipment, and technology while maintaining high levels of service quality.
7. Technology and Systems Oversight:
   • Work with IT and other relevant departments to implement and maintain the contact centre’s software and systems.
   • Ensure that the contact centre is equipped with the latest technology to improve performance and customer experience.

Required Qualifications and Experience

To be considered for the National Call/Contact Centre Manager position (JB751), candidates must meet the following qualifications and experience requirements:

• Education:
  • A Bachelor’s Degree in Business Management, Communications, or a related field. A postgraduate qualification in a relevant field will be advantageous.
• Experience:
  • A minimum of 5 years of experience in contact centre management, with at least 3 years in a leadership role.
  • Proven track record of managing large teams (over 50 staff members) and overseeing national contact centre operations.
  • Experience in customer service excellence, call centre technologies, and performance management.
• Skills:
  • Exceptional leadership, team management, and motivational skills.
  • Strong analytical and problem-solving abilities with an emphasis on operational efficiency.
  • Excellent communication skills, both written and verbal.
  • In-depth knowledge of customer service principles and best practices.
  • Proficiency in using contact centre management software, CRM tools, and reporting systems.
  • Strong understanding of budgeting and financial management within a contact centre context.

Key Attributes for Success in this Role

• Strong Leadership: The ability to lead and inspire a diverse team, set clear goals, and create a motivating work environment.
• Customer-Focused: A passion for customer service and a commitment to delivering high-quality, impactful experiences.
• Analytical Mindset: The ability to analyze data and trends to make informed decisions that drive performance.
• Process-Oriented: Strong focus on efficiency, continuous improvement, and maintaining consistent service levels.
• Adaptability: The ability to adapt to changing customer needs, business goals, and technological advancements in the industry.

Benefits of Working as a National Call/Contact Centre Manager at Kontak Recruitment

1. Career Growth: Working in this role provides an excellent opportunity for professional development, as you will gain experience in managing a national team, improving operational processes, and driving organizational success.
2. Leadership Experience: The position offers substantial leadership experience, with responsibility for a large team and a critical operational function within the business.
3. Competitive Compensation: The salary for this position is competitive, with additional benefits such as performance bonuses, healthcare, and career development programs.
4. Work-Life Balance: Kontak Recruitment’s client is committed to providing a healthy work-life balance, with flexible working arrangements, where possible.

How to Apply for the Call/Contact Centre Manager Position

To apply for the National Call/Contact Centre Manager (JB751) role, follow these steps:

1. Visit Kontak Recruitment’s Website: the Call/Contact Centre Manager vacancy.
2. Submit Your Application:
   Click on the job listing and follow the prompts to submit your CV and cover letter. Ensure that your documents are tailored to highlight relevant experience in contact centre management and leadership.
3. Prepare for the Interview:
   If selected for an interview, be ready to discuss your experience in managing call/contact centres, your leadership style, and how you can contribute to improving the operations of the contact centre.
4. Wait for Feedback:
   After submitting your application, Kontak Recruitment will review your credentials and provide feedback. If your application is successful, you will be contacted for further steps.

The National Call/Contact Centre Manager (JB751) position at Kontak Recruitment offers an exciting career opportunity for professionals in the call centre industry. With responsibilities ranging from strategic leadership to operational efficiency and customer satisfaction, this role is perfect for those seeking to further develop their managerial skills in a fast-paced environment.

If you’re ready to lead a dynamic team and help improve the performance of a national contact centre, apply now and take the next step in your career!

Apply Today:
Visit Kontak Recruitment’s Careers Page to apply for the Call/Contact Centre Manager position (JB751).