Head of Contact Center

Johannesburg

Salary:  Competitive package

The Head of Contact Centre is responsible for providing business leadership and management to all our clients’ contact centres in Johannesburg being Multilingual International Hub as well as our local hub.

He/she will be responsible for monitoring, auditing and implementing actions to correspond to Contact Center strategy and company sales and customer experience objectives.

This position will also contribute to the growth of the Direct Sales.

Head of Contact Center responsibilities:

• Experience in planning and forecasting, time and project management with the ability to deal with multiple demands on time and deal with ambiguity
• Strong goal and result orientation & hands on mentality
• High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified
• Analytical thinking
• Attention to detail (ensure consistently accurate information tracking & delivery)
• Proven ability to lead others, even in a remote management environment.
• Proven ability to represent company with external partners.
• Hight degree of intuitive understanding, persuasion & communications skills
• Solid knowledge of CTI/ ACD and SalesForce tools an advantage

• Advanced command of Excel

Head of Contact Center skills and experience:

• Bachelor’s degree in a relevant field or equivalent experiences
• Knowledge of managing PNL’s and volume forecasting

• 5+ years in the business process call centre industry or Experience in large-scale operations
• 5+ years of operation or program management experience and demonstrated success
• B2C Sales management proven experience
• Capacity Planning/WFM proven experience