Contact Centre Head

Key Responsibilities

• Manage the daily running of the contact centre, including sourcing equipment, effective resource planning and applying contact centre strategies and operations
• Undertake needs assessments, performance reviews and cost/benefit analyses
• Set/meet & exceed performance targets for speed, efficiency, sales and quality
• Ensure all relevant communications and data are updated, recorded & communicated timeously
• Advise clients on products and services available
• Seek to increase the share of wallet with existing clients/partners, with value-added services
• Liaise with business development, team leaders, operatives and third parties to gather information and resolve issues
• Maintain up-to-date knowledge of industry developments and involvement in networks
• Monitor random calls to improve quality, minimise errors and track operative performance
• Coordinate and optimize the staff recruitment
• Review the performance of staff, identify training needs and plan training sessions
• Record statistics, user rates and the performance levels of the centre
• Prepare reports on statistics, rates and performance levels
• Handle the most complex customer complaints or enquiries
• Organise shift patterns and the number of staff required to meet demand
• Coach, motivate and retain staff
• Coordinate bonus, reward and incentive schemes
• Forecast and analyse data against budget figures on a daily, weekly, monthly & year to date basis.
• Any other responsibilities or tasks as may be assigned by management.

Qualifications & Experience

• Grade 12 Credit or above mandatory in Mathematics & English and any other three subjects
• Bachelor’s Degree in Business Administration, Information Technology, or equivalent qualification in Customer Service Management or any other relevant subject
• A Master’s Degree will be an added advantage
• Minimum of 8 years experience in contact centre operations namely; inbound, outbound, digital channels, back-office & KYC
• Detailed Contact Centre knowledge, new contact centre product development and contact centre product innovation experience
• Knowledge and experience of working with best practice contact centre metrics
• Proven people management experience and ability to lead, build and motivate a large team
• Developing and demonstrating strong relationships with customers
• Outstanding presentation, communication and writing skills

Essential Skill Sets and Competencies

• Excellent communication skills, both written and verbal
• Strong interpersonal skills to be able to deal with people at all levels
• Analytical skills to interpret data and trends
• Numerical skills to understand financial and budget management
• Strong customer-centric focus, guided by follow up & follow through and excellent telephone manner
• Leadership skills and the ability to motivate and develop staff
• Ability to work well in teams
• Confidence and good business sense
• Ability to set, meet and exceed targets
• A focused and self-motivated approach to work
• A flexible attitude and the ability to manage change