Head of Contact Center
Johannesburg
Salary: Competitive package
The Head of Contact Centre is responsible for providing business leadership and management to all our clients’ contact centres in Johannesburg, being a Multilingual International Hub as well as our local hub. He/she will be responsible for monitoring, auditing and implementing actions to correspond to Contact Center strategy and company sales and customer experience objectives. This position will also contribute to the growth of the Direct Sales.
Responsibilities:
- Experience in planning and forecasting, time and project management with the ability to deal with multiple demands on time and deal with ambiguity
- Strong goal and result orientation & hands-on mentality
- High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified
- Analytical thinking
- Attention to detail (ensure consistently accurate information tracking & delivery)
- Proven ability to lead others, even in a remote management environment
- Proven ability to represent company with external partners
- High degree of intuitive understanding, persuasion & communication skills
- Solid knowledge of CTI/ ACD and Sales Force tools an advantage
- Advanced command of Excel
Skills and Experience:
- Bachelor’s degree in a relevant field or equivalent experience
- Knowledge of managing PNL’s and volume forecasting
- 5+ years in the business process call centre industry or experience in large-scale operations
- 5+ years of operation or program management experience and demonstrated success
- B2 C Sales management proven experience
- Capacity Planning/WFM proven experience
