Outbound Manager

We’re Hiring: Outbound Manager

Job Purpose

Manage the outsourced outbound operations partner to deliver agreed customer, operational and commercial outcomes through effective governance, performance management and continuous improvement, ensuring the function scales efficiently in line with client volumes, business growth and service level commitments.

Reports to: Executive Head: Customer Care

Key Responsibilities

Supplier Governance and Performance

• Establish and maintain supplier governance forums.
• Monitor supplier performance against SLA, quality and productivity metrics.
• Conduct structured performance reviews with outsourced provider.
• Manage supplier corrective action and remediation plans.
• Escalate and resolve systemic supplier performance failures.

Outbound Service Delivery

• Translate business requirements into outbound services execution plans.
• Oversee execution of outbound service delivery via outsourced supplier.
• Monitor service performance and execution quality.
• Ensure alignment of outbound activities to business priorities and targets.
• Resolve execution issues impacting outbound service delivery.

Operational Performance and Continuous Improvement

• Analyse operational performance data and identify trends and gaps.
• Identify inefficiencies in outbound processes and workflows.
• Design and implement process improvement initiatives with supplier.
• Benchmark performance against internal standards and industry norms.
• Track impact of improvement initiatives and refine interventions.

Demand-Satisfied Outsourced Outbound Operating Capacity

• Forecast outbound demand based on business inputs and historical trends.
• Translate demand forecasts into supplier capacity requirements.
• Adjust supplier capacity allocations in response to demand changes.
• Monitor utilisation of outsourced capacity against actual demand.
• Coordinate scaling actions with supplier to meet volume fluctuations.

Customer Experience Excellence

• Define outbound customer engagement standards and guidelines.
• Monitor customer interaction quality through sampling and feedback.
• Analyse customer complaints and dissatisfaction trends.
• Implement improvements to scripts, tone and engagement approach.
• Align supplier behaviour with customer experience expectations.

Risk, Compliance and Operational Assurance

• Monitor supplier compliance with regulatory and contractual obligations.
• Conduct operational and compliance audits of outsourced activities.
• Review customer interactions for compliance adherence.
• Implement remediation actions for compliance breaches.
• Maintain audit-ready documentation and control evidence.

Stakeholder Alignment and Commercial Value

• Facilitate governance and performance review meetings with stakeholders.
• Communicate operational performance and risks to internal stakeholders.
• Align outbound priorities with business and client requirements.
• Manage escalations between supplier and internal stakeholders.
• Monitor supplier cost efficiency and commercial performance drivers.

Technical / Proficiency

• Outsourced Operations Governance
• Performance Analytics & MIS Interpretation
• Outbound Systems Management
• SLA & KPI Management
• Capacity & Demand Modelling
• Customer Interaction Quality Assurance
• Regulatory & Compliance Control in Operations

Qualifications & Experience

• Matric with equivalent experience or Bachelor’s degree in Business, Operations Management, Commerce, Finance or related field.
• 5–8+ years’ experience in contact centre, outbound operations or customer operations environments.
• Experience in outsourced or third-party supplier management.
• Strong understanding of performance management frameworks (SLAs, KPIs, operational scorecards).
• Experience in financial services, fintech, payments or merchant operations preferred.
• Proven experience in data-driven operational management and reporting.
• Exposure to regulatory and compliance environments (e.g. POPIA or equivalent data/privacy regulations).
• Strong stakeholder management experience across internal business units and external suppliers.
• Experience managing high-volume, variable-demand operational environme
• ️ Work Conditions & Compliance

Role requires availability to support 24/7 call center operations, including weekends and holidays.

Regulatory: POPIA, FICA, Consumer Protection Act, PCI-DSS

Knowledge Requirements

Products:* Merchant acquiring lifecycle understanding

• Payment processing and settlement flows
• Chargebacks and dispute processes
• Fintech merchant product suite knowledge

Systems:

• CRM and case management systems
• Outbound dialer platform usage
• Workforce management systems understanding
• Performance reporting dashboards literacy
• Data analytics and MIS tools

Processes:

• Outbound lifecycle management
• Supplier governance process frameworks
• SLA and KPI management processes
• Customer contact compliance processes
• Escalation and resolution workflows

Ready to Apply?

If you’re ready to lead outsourced outbound operations and drive performance, compliance and customer excellence, we’d love to hear from you.