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5 hours ago
Be part of a global team delivering exceptional customer experiences to our customers in the USA.
Job Summary
- Type: full-time
- Location: Gaborone
- Category: Customer Service
- Closing Date: 2026-09-07
Key Responsibilities
- Lead and manage day-to-day contact centre operations.
- Ensure exceptional customer service and team performance.
- Develop strategies to achieve service quality, efficiency, and KPIs.
- Monitor performance metrics and implement improvement plans.
- Manage staffing, schedules, and resource allocation.
- Drive process improvements and implement best practices.
Requirements
- Bachelor’s degree or related field.
- Minimum of 7 years’ experience in contact centre operations.
- At least 3 years in a managerial role.
- Strong leadership and people management skills.
- Excellent communication and stakeholder management skills.
- Proficient in contact centre systems and reporting tools.
- Ability to work night shifts (USA hours) including weekends and holidays.
Salary
Competitive salary
How to Apply
SEND YOUR APPLICATION TO: recruitment.botswana@isonxperiences.com | APPLICATION CLOSING DATE: 07 September 2026
Original Advert
Source document for this listing, published by Jobs Botswana.
Frequently Asked Questions
What qualifications or certifications are typically required for a Contact Centre Manager role in Botswana?
A bachelor’s degree in Business Administration, Communications, or a related field is commonly expected. Relevant certifications such as the ICM (Institute of Customer Service) or local Botswana Qualifications Authority (BQA)-accredited customer service or leadership programmes add value. Prior experience in contact centre operations within Botswana or Southern Africa is often preferred by employers.
What does a typical day look like for a Contact Centre Manager in Botswana?
Daily responsibilities include monitoring real-time KPIs (e.g., average handle time, first-call resolution), coaching team leads and agents, and liaising with IT and marketing teams on service improvements. Managers also attend daily huddles, review shift reports, and ensure compliance with Botswana’s Data Protection Act when handling customer information.
How does Botswana’s local work culture influence expectations for this role?
Respect for hierarchy and relationship-based communication is important — managers are expected to lead with both authority and approachability, reflecting Botswana’s emphasis on bothontsha (respect) and botho (humanity). Punctuality, formal dress codes in corporate settings, and inclusive team engagement aligned with national values like unity and integrity are widely expected.
What career progression opportunities exist for Contact Centre Managers in Botswana?
With strong performance, professionals often advance to Senior Contact Centre Manager, Head of Customer Experience, or cross-functional roles such as Operations or Training Manager. Some transition into broader service delivery leadership positions within regional offices of multinational firms operating in Gaborone or Francistown, especially those with Batswana-focused digital transformation initiatives.
What benefits are typically offered with this role in Botswana?
Standard benefits include 22–30 days of annual leave, medical aid coverage (often through providers like Medshield or BONFIRE), and mandatory pension contributions under the Botswana National Pension Scheme (BNPS). Some employers offer additional perks such as transport allowances, professional development support, and performance bonuses tied to service-level agreements.