Contact Centre Team Leader – SANBS (Permanent)

Contact Centre Team Leader Job Opportunity – SANBS (Permanent)

Company: South African National Blood Service (SANBS)
Position: Contact Centre Team Leader
Reference Number: sanbs_003374
Location: Constantia Kloof, Roodepoort, Gauteng
Employment Type: Permanent
Industry: Non-Profit & Voluntary Sector
Department: Contact Centre Operations
Annual Salary: R620,461
Employment Equity: Open Position (EE: No)
Closing Date: 15 July 2026

About SANBS

The South African National Blood Service (SANBS) is one of South Africa’s leading healthcare organisations, dedicated to providing a safe and sustainable blood supply. Through innovation, donor care, and operational excellence, SANBS plays a vital role in supporting hospitals and saving thousands of lives every year.

SANBS is seeking a highly motivated Contact Centre Team Leader to lead its national donor contact centre operations. This role is suited to an experienced contact centre professional who can drive customer service excellence, improve donor recruitment strategies, manage high-performing teams, and contribute to achieving national blood collection targets.

Purpose of the Role

The Contact Centre Team Leader is responsible for managing all operational activities within the Contact Centre to ensure efficient donor recruitment, exceptional customer service, and effective stakeholder engagement. The successful candidate will oversee inbound and outbound communication channels, manage operational budgets, implement business strategies, and ensure national support for blood collection campaigns.

Key Responsibilities

Strategic Planning

• Develop and implement the Contact Centre business strategy.
• Align operational objectives with donor recruitment and marketing strategies.
• Collaborate with Donor Services, Marketing, Communications, and regional management teams.
• Identify opportunities to improve customer engagement and donor retention.
• Analyse workflows and recommend operational improvements.
• Present performance reports and operational insights to stakeholders.
• Represent the Contact Centre during internal and external meetings.

Operational Management

• Lead daily Contact Centre operations.
• Ensure blood collection targets are supported through effective donor communication.
• Monitor customer satisfaction and service quality.
• Analyse inbound and outbound call statistics.
• Improve operational efficiency through continuous process improvement.
• Monitor social media trends to support donor engagement campaigns.
• Ensure service delivery aligns with agreed service level agreements (SLAs).

Leadership and People Management

• Lead, coach, mentor, and motivate Contact Centre staff.
• Conduct performance evaluations and development planning.
• Manage recruitment, onboarding, and workforce planning.
• Coordinate shift schedules and workforce allocation.
• Handle employee relations, disciplinary matters, and conflict resolution.
• Monitor attendance, leave, overtime, and employee wellbeing.
• Promote a culture of teamwork, accountability, and continuous improvement.

Risk, Compliance and Quality

• Ensure compliance with SANBS policies and regulatory requirements.
• Maintain Safety, Health, Environment and Quality (SHEQ) standards.
• Manage quality assurance initiatives and operational audits.
• Address non-conformances and implement corrective actions.
• Develop business continuity plans to minimise operational risks.
• Promote a proactive risk management culture within the department.

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Minimum Requirements

Qualifications

• Call Centre Qualification, Certificate or Diploma (NQF Level 5)

Experience

• Minimum 3 years of call centre or tele-recruitment experience.
• At least 2 years of supervisory experience managing a Contact Centre or Donor Relations team.
• Quality Assurance training or experience will be advantageous.
• Excellent verbal and written English communication skills.

Required Skills

• Contact Centre Management
• Team Leadership
• Customer Service Excellence
• Donor Recruitment
• Workforce Planning
• Coaching and Mentoring
• Performance Management
• Stakeholder Management
• Strategic Planning
• Business Process Improvement
• Conflict Resolution
• Data Analysis and Reporting
• Risk Management
• MS Office Suite
• Community Management on Social Media
• Multi-channel Communication Systems

Core Competencies

• Strategic Leadership
• Analytical Thinking
• Decision Making
• Problem Solving
• Innovation and Creativity
• Ethical Leadership
• Customer Service Orientation
• Communication Skills
• Resilience
• Adaptability
• Financial Acumen
• Process Improvement
• Team Development
• Knowledge Sharing

Additional Requirements

• Valid Code B or EB (Manual) Driver’s Licence.
• Willingness to travel nationally.
• Availability for overnight travel.
• Flexibility to work overtime when operationally required.

Why Join SANBS?

Joining SANBS means becoming part of a respected organisation that directly contributes to saving lives across South Africa. Employees benefit from a collaborative working environment, leadership development opportunities, career growth, and the satisfaction of supporting a mission that positively impacts communities nationwide.

Application Information

Interested candidates should submit their applications before 15 July 2026. Only shortlisted applicants will be contacted. Applicants who do not receive feedback within a reasonable period after the closing date should consider their application unsuccessful.