Call Center Manager

Acorn Brokers is an authorised financial services provider distributing insurance products, including Firearms Guardian legal cover, through a 50+ seat outbound sales floor in Pretoria. We run on ViciDial, a self-hosted CRM and a steady flow of Meta advertising leads. We need a manager who turns that lead flow into compliant, repeatable sales every single day.

What you will own

• Daily floor performance: dials, contact rate, conversion, talk time, pause discipline and sales per agent
• Leading and coaching five team leaders, each running their own pod of agents
• ViciDial campaign management: lists, hoppers, dial statuses and callback queues, so no lead sits idle
• Speed to lead on hot inbound and advertising leads
• FAIS and POPIA compliance on every call: disclosures, recorded lines, debit order mandates and the line between facts and advice
• Call QA: listening to recordings, scoring calls and turning the findings into coaching
• Recruiting, onboarding and training new agents, and managing out the ones who do not perform
• Daily and weekly reporting to the COO with clear numbers and a clear plan

What you bring

• Matric and RE5 (required), with an NQF Level 5 qualification or progress towards it
• At least 3 years managing an outbound sales floor, ideally selling short-term insurance or other financial products
• A track record of lifting conversion and revenue that you can prove with numbers
• Hands-on ViciDial or similar dialler experience
• Strong working knowledge of FAIS, POPIA and the CPA direct marketing rules
• Comfortable with spreadsheets and data; you read a report and know what to fix
• Fluent in English and Afrikaans

Why join us

• A floor with a constant supply of advertising leads, so your agents spend the day selling, not hunting
• Direct access to leadership and the freedom to change what does not work
• Performance incentives tied to floor revenue
• Room to grow into a senior operations role as the business expands

How to apply

Send your CV with one paragraph on the biggest improvement you made to a sales floor and the numbers that proved it. Applications without numbers will not be considered.

Pay: From R20 000,00 per month

Work Location: In person