Strategic Head of Call Centre Management

1 week ago

Johannesburg, South Africa Pollock and Associates Full time

Strategic Head of Call Centre Management Bank/Fin Services/Insurance ~ Telecommunications ~ Call Centre BPO
Johannesburg - Gauteng - South Africa
We are currently seeking a Strategic Head of Call Centre Management who will be responsible for overseeing and leading the strategic direction and alignment of all call centre infrastructure, both internal and external, supporting both local and African businesses.
We are looking for someone with a passion for the customer, strong execution, and strong digital skills. You will have the operational expertise to manage partners across geographies, locations, and touchpoints, as well as commercial competency and the ability to plan cross-functional team activity. In addition, you will be responsible for overseeing and managing remote teams, using real-time data to monitor performance and technology to engage and implement tactics.
To be considered for this role, you must have more than 15 years of active experience in a call centre environment. You should have experience working your way up through the ranks, starting as an agent and progressing to supervisor/team leader, manager, and executive/national oversight. Previous experience in running call centres of more than 50 agents and executing more than 10,000 high-quality sales per product per month is critical.
You should also have product experience in banking (credit cards or unsecured lending), telecoms (cell phone or similar annuity products), short-term insurance (funeral cover, legal cover, vehicle insurance), more than 5 years of experience working on digital lead campaigns, and more than 10 years of hot leads experience in a senior manager or similar capacity. You should have strong quality assurance (QA)

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