Head of Contact Centre
- Johannesburg, Gauteng
- Permanent
- Full-time
Our client is seeking a seasoned Head of Contact Centre to lead their contact centre operations with a strong hands-on approach, while also driving strategic initiatives at the executive level. This role requires a leader who can manage escalations effectively, motivate teams, and contribute directly to boardroom discussions shaping the companys customer experience and operational strategy.Key Responsibilities:
- Lead and oversee contact centre operations, ensuring high standards of customer service and efficient resolution of queries.
- Manage escalated queries from team leaders and managers, providing timely and effective solutions.
- Develop and execute strategic plans to improve customer satisfaction, operational efficiency, and cost management.
- Collaborate with executive leadership and participate in board-level meetings to align contact centre operations with overall business objectives.
- Use data analytics and customer insights to drive continuous improvement initiatives.
- Mentor and develop a high-performing management team focused on accountability and customer-centricity.
- Monitor KPIs and ensure service targets are consistently met or exceeded.
- Manage budgets and resource allocation to optimize performance.
- Stay informed on industry trends and technologies to maintain competitive advantage.
- Minimum 7-10 years of experience in contact centre management with hands-on operational leadership.
- University bachelor degree in a business discipline or relevant education
- Post-graduate qualification in Management
- Proven ability to operate at a strategic level and engage with executive/board stakeholders.
- Strong problem-solving skills and experience managing escalated customer issues.
- Excellent communication, negotiation, and stakeholder management capabilities.
- Experience driving change and performance improvements in a contact centre environment.
- Proficiency in contact centre technologies, CRM systems, and data analytics.
- Strong business acumen with commercial awareness.
- Resilient and adaptable with the ability to thrive in a dynamic environment.
- Inspirational and motivational leadership style.
- Strategic thinker with a practical, hands-on approach.
- Results-oriented and proactive.
- Collaborative team player and effective communicator.