{"id":3902053,"url":"https://alion.io/job/nutun-call-centre-manager","title":"Call Centre Manager","company":{"id":3883219,"name":"Nutun","domain":"nutun.com","url":"https://alion.io/company/nutun-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sandton, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T16:01:04Z","employer_posted_date":null,"last_verified_at":"2026-10-29T16:01:04Z","board_verified":false,"closed_at":null,"days_open":8,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":8},"description":"Introduction\n\nAre you a results-driven leader with a passion for operational excellence, customer experience, and people development? Nutun is seeking an experienced Call Centre Manager to join our team on a 6-month contract based in Sandton.\n\nThis is an exciting opportunity for a dynamic professional who thrives in a fast-paced environment and has a proven track record of leading high-performing teams, driving operational efficiencies, and delivering exceptional client outcomes. \n\nAs the Call Centre Manager, you will play a critical role in shaping operational success by driving performance, enhancing client satisfaction, managing risk, and developing high-performing teams. You'll be at the forefront of delivering outstanding customer experiences while ensuring the achievement of strategic, financial, and operational objectives.\n\nDuties & Responsibilities\n Operational Management:\n\n Keeping apprised of industry developments, i.e.: client, international and national economic trends.\n\n Communication of the divisional collection strategy to respective Business units.\n\n Implementing business unit collection strategy and providing support to employees, ensuring adequate knowledge to execute strategies.\n\n Analysis of business trends and best practice to improve the team efficacy.\n\n Reporting on operational and qualitative performance measures to various stakeholders.\n\n Liaise with WFM to ensure employees operational hours are aligned to business operational requirements.\n\nQuality Assurance:\n\n Understand and implement collections strategies.\n\n Liaise with relevant support departments to formulate action plans to improve the quality of work.\n\n Conduct random quality assessments to improve quality, minimise errors and track operative performance.\n\n Ensure your team meets the predefined quality standards.\n\n Providing team managers with insights on quality deviations and possible remediation plans to address areas of concern.\n\nCompliance:\n\n Ensuring regulatory compliance is adhered to.\n\n Ensuring health and safety procedures are adhered to.\n\n Ensuring management of the branch security.\n\n Maintaining compliance and consistent application of company code of conduct, policies, and procedures.\n\n Ensuring compliance with client SLAs.\n\nAdministration:\n\n Interpreting and analysing quantitative and qualitative data for operational reporting, planning and remediation.\n\n Compiling detailed MIS reports.\n\n Accountable for team (direct and indirect reports) capacity.\n\n Controlling branch expense budget applicable to your area of control.\n\n Assisting Ops GM with general branch “housekeeping” including but not limited to sufficient diesel for generators and the testing thereof, lights, carpets, and other general maintenance requirements.\n\nPerformance Management:\n\n Conducting performance evaluations and providing constructive feedback to direct reports.\n\n Ensuring implementation of performance management processes, i.e.: Level-up, (direct and indirect reports).\n\n Accountable for the development and training for direct and indirect reports.\n\n Management of agreed performance standards and compiling comprehensive remediation plans for implementation.\n\n Forecast and analyse data against budgets, daily, weekly, and monthly.\n\nPeople Management:\n\n Identify, develop, and accelerate Team Managers / Agents into Hi-Potential leaders.\n\n Deploy bespoke retention and development plans for key employees.\n\n Hold regular meetings with direct and indirect reports.\n\n Identify and develop remediation plans to address people issues.\n\n Remain below the agreed attrition thresholds.\n\n Accountable for the recruitment needs of the division by identifying vacancies and following correct procedures in ensuring vacancies are filled.\n\n Accountable for employee skills gap analysis and training needs.\n\n Educating employees on company code of conduct.\n\n Creating a work environment that facilitates a high-performance culture.\n\n Developing strong team co-operation and clear direction.\n\n Conducting capacity planning.\n\n Encouraging regular attendance by employees through coaching and enforcing appropriate business ethics.\n\n Providing appropriate encouragement and support to assist employees in achieving personal performance goals.\n\n Motivation and development of staff towards business objectives.\n\n Accountable for leave management.\n\n Reviewing and managing leave reports, identify and rectify exceptions, i.e., excessive leave.\n\n Responsible for the reinstatement and termination of direct reports.\n\nDesired Experience & Qualification\n\n Grade 12.\n\n Bachelor’s Degree or equivalent qualification in Business or a related field would be an advantage.\n\n Proficient in Microsoft package.\n\n Minimum 10-12 Years’ experience in the Collections Environment / Financial Services Industry.\n\n Minimum 5-10 Years’ experience in a management role.\n\n Good commercial understanding / awareness of best practice unsecured collections and recovery.","description_format":"text","description_chars":4950,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Debt Collection & Recovery","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-07T00:57:45Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring 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