• Bachelors degree required
• Management qualification required
Required Minimum Work Experience
• 8 – 10 years’ outbound call centre operations experience
• 5 - 8 years at senior management level
NB Short Term insurance experience preferred
SA Citizens only please
Main Purpose of Role
To take responsibility for the efficient running of the operations of the call centre including but not
limited to day-to-day operations, quality assurance, recruitment, training, business intelligence and IT
operations. The key objective of the role is to support the CEO in setting and implementing the strategy
of the business. Furthermore, in managing key divisions of the call centre and reporting on results.
Key Performance Areas
Business Development and Relationship Management
o Working closely with the CEO to prepare and design initiatives to identify new operational strategies
to drive efficiencies in the call centre.
o Successfully implement short-, medium- and long-term business development strategies with
ultimate focus on growing the divisions revenue and profit.
o Compile, analyse, forecast and report on short-, medium- and long-term initiatives
o Lead all key operations decision-making processes, including budgeting, forecasting resourcing,
quality, reporting and any other operational aspect of the call centre.
o Building and maintaining relationships with internal and external stakeholders.
o Create and measure performance, quality and efficiency.
o Liaising with Account and Product Managers to resolve escalated queries and ensure that all
complaints are dealt with timeously and in a mature and outcomes driven manner.
People and Process Management
o Manage of the QA Department to improvement on quality metrics of the call centre
o Manage recruitment and training functions to ensure that the recruitment process is seamless and
that the call centre is operating at maximum capacity whilst growing the talent base of the call
o Manage Business Intelligence and IT to drive and set up data and IT processes, to ensure the smooth
running of the call centre from a systems perspective and that most profitable data sources used.
o Providing guidance, advice, mentorship, and coaching to all direct reports.
o Providing encouragement and support to assist all direct reports in achieving performance goals.
o Setting clear and measurable KPI’s for all direct reports.
Head of Operations
o Developing strong team co-operation and clear direction.
o Create an environment that promotes high performance.
o Responsible for accurate and timeous reporting on all operational items of the call centre.
o Provide insights to the Call Centre management team that is ultimately used to make informed
decisions and provide direction to the Call Centre that fuels growth.
o Interpret and analyse data and take accountability for the automation of reporting.
o Summarize, collect and analyze call centre trends and data for regular performance reports.
o Present information to the Board members on key operational items such as quality and data usage
Technical and Behavioural Competencies Required
• MS Office skills
• Strong Reporting skills, including data sanitization, building reports etc.
• Strong Excel skills
• Demonstrable competency in strategic planning and business development
• Working knowledge of data analysis and strong focus on implementation and delivery
• Excellent attention to detail
• Able to work under pressure and tight deadlines.
• Great communication skills
• Process driven
• Integrity, honesty
• Proactive – capable of identifying and initiating change.
• Relationship building
• Structured and detail orientated
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