Main Purpose
The primary purpose of this role is to support the Call Centre business units in achieving superior customer experience, and to be accountable for the following; Process improvement, effective application and enhancement of technology, resource optimisation (best practices), dialler optimisation, and technical and functional training.

Key Responsibilities/Accountabilities
• Develop key service level agreements with all stakeholders in order to maximize productivity
• Prepare and manage the budget for your reporting area as well as headcount budgets
• Manage and lead the workforce management, optimization, technical training and dialer functions within the operations environment
• Develop relationships with key stakeholders to support business objectives
• Participate in enterprise projects to ensure that Operational impacts are accounted for and operational practices updated
• Provide support for Operations, allowing them to achieve targets and deliver excellent service
• Implement best practice to continually improve cost efficiencies

Key Competencies
• Passion for Customers – internal and external
• Leverage Risks and Opportunities
• Drive for Results
• Strong interpersonal and organizational skills with the ability to interact at all levels
• Solution orientated
• Support High Performing Teams
• Influencing others/inspiring others to achieve
• Drive for Personal Excellence
• Works to realise long-term organisational goals.
• Provides direction and focus
• Understands and applies commercial and financial principles in the evaluation of management practices
• Develops others
• Builds organizational capability: proactively facilitates cross-functional assignments/ opportunities in and outside of their own area to develop
broad capability for the company.
• Adapts readily to new organisational demands and business environments.
• Demonstrates a keen attention to detail

Minimum Requirements/ Experience
• Minimum 7 years contact centre experience of which 2 years’ experience in a similar role
• Experience in financial services or retail card environment is advantageous
• Individual must have managed in a medium size call centre (150+)
• Relevant business degree is advantageous