Take overall responsibility for the performance and ongoing development of the Contact Centre functions, ensuring delivery of contractual obligations and client relationship development.

Note: All interviews are conducted at our offices in Cape Town. Candidates are required to attend interviews at client’s offices as and when requested. Call Centre Staffing and their Clients will not cover any travel costs to attend interviews in Cape Town. Any relocation fees and associated costs to accept position in Cape Town is for your own cost.

1.    People Management
 
Leads by example in living the values of the organisation
Ensures the department is fully equipped to handle the work load and distribute work flow
Coaches to ensure a full  understanding of consequences of errors
Creates an environment that fosters team work and co-operation amongst team members
Creates awareness of strategic objectives and their alignment to the department and company objectives
Communicates effectively, building and maintaining relationships
Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
Ensures appropriate staffing and action accordingly
Identifies need for creation of position and forward recommendation to direct manager and HR
Ensures appointments are in line with EE targets / strategy
Selects and places candidates in terms of agreed recruitment and selection process
Develops and empowers people, recognizing and rewarding value-added performance
Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
Monitors implementation of training needs as per individual development plans
Guides in Career Pathing and ensures Succession Planning
Identifies, manages and develops talent
Assumes responsibility for identifying key roles and potential successors for the roles
Ensures successors are placed within an acceptable time frame.
Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action
 
2.    Financial Performance
 
Take responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
Provides input into setting the operational budget, and responsibility for managing and administering the budget allocation on an ongoing basis
Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements
Ensures billable hours are delivered to target
 
3.    Operations

Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
Provides effective operational client management and ensure that all client engagements are managed professionally and ensure that these demonstrate the values at all times
Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
Ensures consistency and standardisation with the client’s other operations
Drives the business unit to successful achievement of all contracted obligations
 
4.    Client Relationships
 
Be the main point of contact for the Client.
Works with the CRM to ensure communication to the client is effective
Ensures the operational goals and vision is actioned in collaboration with the client
Works with the support services teams to action business change and service improvement

Requirements

6 Years operations management experience, with at least 2 years in a senior managerial position in a Contact Centre
Understanding of Contact Centre Industry in terms of how people and technology work together for business optimization
Experience in the BPO industry (advantageous)

Ref: CPT000922/NF