Call Centre Manager

At OUTA, we take pride in the work we do. Working collaboratively in teams and with other organisations, active citizens and authorities, we strive to improve Government service delivery, whilst challenging corruption, maladministration and the abuse of power. We are sincere and authentic in our work, which makes a positive difference to the country. Our staff experience the satisfaction of working in a high energy, learning environment. We value and welcome unique insights, mentoring between executives and junior staff and everything else that builds on our culture, which is defined by the attributes of passion, courage, resilience and tenacity. OUTArians as we like to refer to ourselves, are highly motivated, professional, focused and supportive of one another, whilst being driven by a shared dream of a better South Africa.

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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

Qualifications and Experience :

Knowledge :

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