Head of Call Centre Operations

1 week ago


Cape Town, Western Cape, South Africa ABC Worldwide Full time
{"title": "Head of Call Centre Operations", "content": "Job Summary

ABC Worldwide is seeking a highly skilled and experienced Head of Call Centre Operations to lead our call centre team. The successful candidate will be responsible for managing the operational delivery, ensuring adherence to service levels, and driving revenue realization and profitability.

Key Responsibilities
  • Develop and implement capacity and staffing plans based on medium-term business forecasts.
  • Negotiate and finalize Service Level Agreements (SLAs) with clients.
  • Implement revenue and cost plans, and establish a review and reporting mechanism with clients.
  • Develop and approve incentive plans, and identify and champion black belt improvement projects.
  • Review the progress of attrition action plans and check their effectiveness.
  • Provide leadership to a team of managers, assistant managers, and executives.
  • Ensure compliance with all internal and client requirements, including SOX, BS7799, and ISO.
Requirements
  • Minimum 8 years' work experience, preferably from a BPO background, preferably in insurance.
  • Should have managed teams for at least 3 years.
What We Offer

ABC Worldwide offers a competitive salary and benefits package, as well as opportunities for career growth and development.

", "lang_code": "en-US"}

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