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Head of Production

1 month ago

Cape Town, South Africa Icon AF Full time

Job Description/Specification

Head of Production

**JOB SUMMARY**

The Head of Production at IconAF is the leader responsible for **overseeing and optimizing the operational performance of the call centre across the board**, ensuring efficient call centre transactions, and maintaining a high standard of quality.

**Responsibilities & Duties**

To coordinate, plan and provide budgets and targets for all the Call centers across the nation. Deliver day-to-day tasks and activities in order to execute call center transactions accurately & and timeously in support of organizations policy compliance through the execution of predefined objectives as per agreed SOPs.

The responsibility of the Production Head is not exhaustive and may change from time to time as decided by Management.

**People Responsibility**:

- Provide leadership, guidance, and training to call centre Heads and call centre staff to enhance lead generation, sales, and management skills.
- Foster a culture of high performance, teamwork, and motivation within the call center. Recruit, onboard, and retain skilled Team Leaders.
- Ensure discipline, code of conduct compliance, and high standards in absenteeism and dress code.
- Monitor and support Team Leaders in achieving their weekly and monthly targets.

**Business Responsibility**:

- Manage the call center’s profitability, meeting budget requirements, and ensuring the utilization of campaigns without lead wastage.
- Ensure adherence to the company's processes, values, risk, governance, and compliance standards.
- Continuously improve call quality and provide coaching to Team Leaders. Maintain high retention statistics within teams.
- Facilitate campaign briefings and meetings.
- Effectively manage call centre resources, including staff and payroll.
- Ensure timely submission of essential documents and reports, including performance management, coaching, resource management, payroll, and attendance reports.

**3.** **Key performance Measures**:
1. Meet Budget Targets across all Branches

2. Estimating costs and preparing budgets

3. Organizing workflow to meet specifications and deadlines

4. Coaching and development

5. Reporting and analysis

6. Maintaining good Retention stats across all branches

7. Provide a strategy for personnel issues (absenteeism, managing staff issues)

8. Quality assurance

9. Quarterly strategy for the business enhancement

**Knowledge, Skills and Abilities**
- Proficiency in industry standards and a proven track record in a similar role.
- Ability to liaise with other managers to formulate objectives and understand requirements.
- Exceptional perseverance and the ability to thrive in a fast-paced environment.
- Strong leadership skills, capable of motivating and inspiring teams.
- Attention to detail.
- Strong decision-making skills and a results-driven approach
- Effective communication skills, with the ability to interact with employees at all levels. Expertise in interpreting and analyzing existing reports for decision-making.
- Ability to handle pressure and stress while maintaining a composed and strategic approach to problem-solving.

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)