Bizco is seeking to partner with an experienced Contact Centre Operations & Sales Manager with a proven track record in setting up and managing Contact Centre Operations. The applicant will be proficient in Client Service Level Agreements (SLA), Sales, Collections and Financial products such as Insurance products and Loans/Home loans, Business Process Outsourcing (BPO) including but not limited to the sourcing of software and equipment, resource planning and effective implementation of call centre strategies and operations.

Job Function:
- Contact Centre Set-up including implementation of CRM and Telephony Systems.
- Determine and implement contact centre operational strategies.
- Manage client interface.
- Manage delivery on Service Level Agreements (SLA).
- Maintain and improve contact centre operations.
- Accomplish contact centre human resource objectives.
- Manage and meet contact centre financial objectives.
- Reporting including data analysis and trends.
- Ensuring optimal functioning of ICT infrastructure.
- Management of Employee Requirements.
- Pro-actively suggest and generate new business partners.

Requirements:
- South African Citizen.
- FAIS Regulatory Certificate (RE 5).
- Matric.
- Certified Call Centre Manager or equivalent qualification is a distinct advantage.
- 3 - 5 years’ experience in a Call Centre Management position.
- Knowledge of and experience in managing to a strict client Service Level Agreement (SLA).
- Ability to motivate and effectively manage supervisory team.
- Proficient in call centre ICT - infrastructure, hardware, software programs, awareness of industry’s latest technology trends and applications.
- Solid understanding of reporting and budgeting procedures.
- High proficiency in financial analysis (cost-effectiveness, cost-benefit etc.).
- Solutions focused with an ability to think outside the box.
- High Language/s Proficiency.

Skills:
- High level communication and interpersonal skills.
- Excellent organisational and leadership skills with problem-solving ability.
- Self-confidence and leadership qualities.
- The ability to establish rapport with people at all levels.
- Excellent knowledge of management methods and techniques.
- Advanced troubleshooting and disaster recovery experience.

Required Skills:
- Financial Analysis: 5 to 6 years
- Hardware: 5 to 6 years
- ICT - Infrastructure: 5 to 6 years
- Software Programs: 5 to 6 years
- Industry’s Latest Technology Trends: 5 to 6 years
- Client Service Level Agreements (SLA): 5 to 6 years