Head of Operations Contact Centre - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 30-11-2015 10:50:16 AM
11-12-2015 7:30:18 AM
Head of Operations – Contact Centre – Night Shift - Cape Town

The Role:
The purpose of this position is to take overall responsibility for the performance and ongoing development of the Contact Centre functions, ensuring delivery of contractual obligations and client relationship development.

Main Duties:
• People Management; Leadership, Attraction and Selection, Retention, Training and development, Career Pathing and succession Planning, Performance Management
• Financial Performance
• Operations
• Client Relationship Management

Qualifying Criteria:
• Matric
• Call Centre Management Qualifications
• Minimum 6 years operations management experience, with at least 3 years in a senior managerial position
• Understanding of Call Centre Industry in terms of how people and technology work together for business optimisation
• Experience in a Contact Centre measured on customer experience metrics such as NPS/Customer Satisfaction a huge advantage
• Must have managed 4-5 Call Centre Managers
• Advanced MS Suite
• Excellent written and spoken command of English

Salary on Offer:
Market Related CTC per month – Dependent on experience; excluding a substantial performance based bonus and other benefits.