Contact Centre Manager

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Contact Centre Manager is responsible for leading and managing all customer interaction channels to deliver an exceptional customer experience while achieving operational efficiency and business objectives. The role oversees three customer engagement teams:
• Call Centre Team
• Digital Customer Service Team
• Retail Customer Retention Team

ResponsibilitiesContact Centre Operations Management

• Oversee day-to-day operations across voice, digital, and retention channels.
• Ensure service levels, response times, and quality standards are consistently achieved.
• Monitor staffing requirements to optimize productivity and customer experience.
• Implement operational processes and controls that improve efficiency and service delivery.
• Ensure business continuity plans are in place for all customer service functions.
• Manage escalation processes and resolve high-priority customer issues.

Call Centre Management

• Manage inbound and outbound call centre operations.
• Monitor key performance indicators including:
  • Service Level
  • Average Handling Time (AHT)
  • Abandonment Rate
  • First Call Resolution (FCR)
• Ensure quality assurance standards are maintained.
• Coordinate training and coaching programs to improve agent performance.

Digital Customer Service Management

• Oversee customer interactions received through all digital channels.
• Develop strategies to improve digital response times and engagement levels.
• Ensure consistent tone of voice and brand representation across digital channels.
• Monitor social media customer sentiment and identify emerging service issues.
• Implement reporting and analytics to track digital service performance.
• Manage digital escalation processes and reputation management activities.

Retail Customer Retention Management

• Lead customer retention and loyalty initiatives.
• Develop proactive retention campaigns to reduce customer churn.
• Monitor retention metrics and identify at-risk customer segments.
• Work closely with Sales, Marketing, and Retail teams to improve customer loyalty.
• Analyze retention trends and recommend strategies to improve customer lifetime value.

Performance Management, Reporting and Compliance

• Establish and track departmental KPIs and service targets.
• Produce regular operational and performance reports.
• Analyze customer and operational data to identify trends and improvement opportunities.
• Present performance results and recommendations to senior management.
• Implement action plans to address service gaps and improve outcomes.

Ensure compliance with company policies, regulatory requirements, and data privacy standards.

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Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action OrientedCollaboratesCommunicates EffectivelyCustomer FocusDecision QualityDirects WorkInterpersonal SavvyManages Complexity

Education

Bachelor of Business Administration (BBA)

Closing Date

01 October 2026 , 23:59

The Old Mutual Story!