Head of Call Centre

6 months ago

Sandton, South Africa Salb Full time

**Job Title: Head of call centre CRM**

**Location: Johannesburg with occasional in-country and international travel**

**Job Type: Permanent Role**

**Salary Range: Highly negotiable (open) based on experience**

Offering an unparalleled opportunity for a rewarding, fast-paced and global career. They are currently on an aggressive global growth path, with exciting digital, big data and business management opportunities for ambitious professionals. A revised employee value proposition that is rooted in a desire to be where talented people can come to innovate and grow.

**About the role**

Reporting to the **CTO, **the head of call centre CRM will a vital role in our contact center by overseeing and managing the Customer Relationship Management (CRM) system. As the CRM System Manager, you will be responsible for maintaining and optimizing the CRM platform to enhance customer experiences, improve operational efficiency, and drive business growth. You will collaborate closely with various teams within the organization to ensure the CRM system meets their requirements and supports their goals.

**Role Responsibilities**:

- CRM System Administration_
- Manage the day-to-day operation and administration of the CRM system in the contact center.
- Configure and customize the CRM platform to align with business processes and user requirements.
- Ensure data integrity and accuracy within the CRM system by implementing data governance best practices.
- Monitor system performance and troubleshoot issues to minimize downtime and disruptions.
- Stay up-to-date with the latest CRM trends, features, and functionalities to maximize system capabilities.
- System Optimization and Enhancement_
- Continuously evaluate and identify opportunities to improve CRM system efficiency, usability, and functionality.
- Collaborate with stakeholders to gather feedback and requirements for system enhancements and customization.
- Coordinate with IT teams and external vendors for system upgrades, integrations, and maintenance.
- Conduct regular system audits to identify areas for improvement and implement necessary changes.
- Train and support end-users in utilizing the CRM system effectively to meet their operational needs.
- Data Analysis and Reporting_
- Develop and maintain a robust reporting framework to track and analyze key performance indicators (KPIs) related to customer interactions and contact center operations.
- Generate regular reports and dashboards to provide insights into customer trends, agent performance, and operational metrics.
- Identify patterns, trends, and opportunities within customer data to improve customer satisfaction and retention.
- Work closely with the analytics team to implement data-driven strategies and initiatives based on CRM insights.
- Collaboration and Stakeholder Management_
- Collaborate with contact center managers, supervisors, and agents to understand their requirements and challenges related to the CRM system.
- Act as a liaison between different departments, such as IT, marketing, and sales, to ensure effective integration and alignment of CRM system functionalities.
- Communicate system updates, changes, and training materials to end-users to ensure smooth adoption and usage.
- Provide guidance and support to CRM system users, addressing their queries and troubleshooting issues.

**Skills & Experience**:

- Proven experience managing and administering CRM systems, preferably in a contact center environment.
- In-depth knowledge of CRM platforms (e.g., Salesforce, Microsoft Dynamics, Oracle CX) and their functionalities.
- Strong analytical and problem-solving skills, with the ability to translate business requirements into CRM system configurations.
- Familiarity with data governance principles and practices, ensuring data accuracy, privacy, and compliance.
- Excellent project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
- Strong communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.
- Proficiency in data analysis and reporting tools, such as Microsoft Excel, Power BI, or Tableau.
- Continuous learning mindset to stay updated with the latest CRM trends, technologies, and best practices.

**Education and Certifications**:

- Bachelor's degree in computer science, information systems, business administration, or a related field.

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