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Western Cape: Senior Operations / Call Center Manager – Call Center Cervont | South Africa (Remote) posted by Cervont

Job Description

About the Role

Cervont is a US-based contact center operating across legal intake and lead generation campaigns. We’re growing fast, and we need a proven operations leader based in South Africa to build, lead, and scale our outbound operation. This is a senior leadership role not a supervisory position. You will own performance, recruit and develop your own team, manage Team Leads, drive dialer results, and work directly with ownership to build a high-accountability, high-performance operation from the ground up.

Key Responsibilities

  • 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
  • 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
  • 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

Requirements

  • 5 years of call center leadership experience
  • 2 years managing Team Leads or Supervisors
  • Proven experience managing large outbound teams (50200 agents 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

Qualifications

  • Formal education/certifications not specified in the original job description.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Sales Jobs in South Africa

In South Africa, the sales profession is a widely sought-after career path, with many individuals seeking to succeed in this field due to its dynamic nature and potential for high earnings. Generally, the job market trends indicate a strong demand for skilled sales professionals across various industries. This demand is often driven by companies’ need to expand their customer bases, increase revenue, and stay competitive in a rapidly changing business environment.

Typically, the salary range for sales positions in South Africa varies widely depending on factors such as experience, company size, industry sector, and individual performance. While broad ranges can be difficult to estimate, it is generally common for junior sales roles to offer salaries within the R200 000 – R400 000 per annum bracket, while senior or executive-level sales positions may command higher salaries of R500 000 – R1 million per annum. However, please note that these figures are approximate and can vary significantly depending on individual circumstances.

Common skills for sales professionals in South Africa typically include excellent communication and interpersonal skills, a strong understanding of product knowledge, negotiation and persuasion abilities, and a proven track record of meeting or exceeding sales targets. Other essential skills often include the ability to work independently, manage time effectively, and maintain a high level of professionalism in all interactions with customers and colleagues.

Sales professionals can be found across various industries, including financial services sector, technology industry, manufacturing sector, and more. Companies in these sectors often require sales teams to be highly adaptable, customer-focused, and results-driven.

For those looking to advance their careers in sales, there are numerous opportunities for professional development and growth. Typically, senior sales roles involve managing teams of sales professionals, developing new business strategies, and identifying new revenue streams. With experience and dedication, it is possible to move into leadership positions or explore related career paths such as account management, business development, or sales management.


This information provides general career guidance. Actual salaries and requirements vary by employer.



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Posted in Jobs in South Africa, Jobs in Western Cape

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