Head of Contact Centre : Customer Care

• 7+ years Contact Centre Management experience

• 5+ years Head of Operations experience

• 5+ years' experience with Contact Centre software suites

• Minimum of 5 years IVR experience

• Quality Assurance processes and framework management

• Matric

• Relevant Degree/Diploma

• Oversee the day to day performance of the Contact Centre Operations through the Ops Leadership Team, to deliver a best in class service, exceeding all KPIs and within budget

• Set the strategy for the development of the Voice and Digital journey, staying abreast of new practices and technologies

• Be responsible for the end to end customer touchpoints and the associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and eliminate complaints

• Responsible for ensuring recruitment, training objectives are met and that the induction and coaching strategy across the Contact Centre is strictly adhered to

• Work closely with HR, Training and other support departments across the business, taking responsibility for the ongoing development all levels of Contact Centre Teams

• Reviewing and clearly defining all Contact Centre roles, any required shift and candidate profiles required across the Contact Centre operation

• Lead an effective resource planning Team, ensuring that resource is fully utilised and any contact demand is effectively covered

• Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight

• Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies, Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.

• Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

• Deliver cost efficiencies and increased in Customer Satisfaction Scores.

• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

• Ensure that the Hollywood brand and image is promoted through customer service excellence.

• Analysing the Competitors on a monthly basis and providing feedback to Executive Management in forms of reports.

• Engaging with IT and Dev Support teams to ensure the volumes and systems within the Contact Centre is managed and assessed according to volumes.

• Assessment of training needs and conducting of a detailed Gap analysis on a quarterly basis, engaging with Head of Training to ensure the IDP's are rolled out across Contact Centre

• Preparation of detail reports such as Board Reports and Monthly iBranch reports to the Executive Team.

• Adequate risk management working closely with Risk Management Team/s to implement strategies to mitigate identified areas in real time

• Oversee Monthly iBranch management reporting, trend analysis reporting, workforce management, resource management reporting and quarterly Board reports.

• Work closely with other iBranch functions such as Mobile, Digital Marketing, Social Media team in order to understand the dependencies that exist between departments.

• Any other ad hoc duties that might be required.

• Must have strong communication and people management skills.

• Excellent report writing and presentation skills

• Excellent Project Management skills

• Must have excellent Relationship Management

• Must have good business Acumen

• Must be able to think on a strategic level

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