Call Centre Manager

The Call Centre Manager is responsible for the full establishment and management of OUTA's outbound call center, with a sharp focus on building a high-performance team that drives new supporter acquisition. This includes strategic planning, recruitment, training, development of commission structures, procurement and management of lead lists, and optimisation of conversion rates. The role requires a deep understanding of outbound call center operations and acquisition strategy that is gained through direct, high-level experience.

While some oversight of inbound supporter relations is required, the core responsibility lies in scaling outbound operations to increase OUTA’s financial sustainability through new recurring donations.

OUTPUT 1 : Outbound Call Centre Establishment & Operations

• Design and implement OUTA's outbound call center model from the ground up.
• Recruit, onboard and train outbound agents using tested strategies specific to acquisition environments.
• Develop and maintain scripts, calling procedures and reporting systems informed by advanced understanding of behavioral donor psychology and sales conversion tactics.
• Set performance targets and ensure alignment with supporter acquisition goals.
• Monitor agent performance and drive continuous improvement of call outcomes through data-informed decision-making.

OUTPUT 2 : Commission Structure Development & Management

OUTPUT 3 : Lead List Management & Reporting

OUTPUT 4 : Supporter Enquiries & Retention Management

OUTPUT 4 : Inbound Team Oversight & Development

Qualifications and Experience :

Knowledge :

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