Head of Production

1 week 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)

  • Head of Product

    1 week ago

    Cape Town, South Africa Initiate International Full time

    An international super-fast growing tech company that are revolutionising hoteliers around the globe, have an exciting **job** opportunity for a **Head of Product** to join their team in **Cape Town**. They’re looking for you to help them become the most adopted hotel management system in the world by ensuring that their Product Team is operating at the...

  • Head of Product

    1 day ago

    Cape Town, South Africa Progressive Edge Full time

    **Head of Product** **Permanent** **Cape Town** A company who specialises in the development of cutting-edge fintech solutions aimed to serve small and medium enterprises, has a new head of product position available. This is a fantastic opportunity for a product leader to grow the companies Product Management function. This will be done by working...

  • Head of Production

    7 days ago

    Cape Town, South Africa Icon AF Full time

    **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...

  • Product Head

    2 weeks ago

    Cape Town, South Africa Sanlam Full time

    **Who are we?** Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture us that of...

  • Head of Product

    3 days ago

    Cape Town, Western Cape, South Africa Communicate Ct Full time R600 000 - R1 800 000 per year

    A MESSAGE FROM JADE PERUMAL - IT RECRUITMENT GRANDMASTERThe board is always changing. True product leaders don't just wait for an opportunity to appear; they position themselves so that when the perfect role emerges, they can confidently say... "Checkmate."I am constantly mapping the market, connecting with elite Head of Product Grandmasters who think ten...

  • Head of Product

    7 days ago

    Cape Town, South Africa Kuda Full time

    Head of Product - Platforms Kuda is a money app for Africans on a mission to make financial services accessible, affordable and rewarding for every African on the planet. We are a diverse team building an inclusive money app that Africans would love. We deliver money transfers, smart budgeting and instant access to credit through digital devices. We have...

  • Head of Product

    1 week ago

    Cape Town, South Africa Helios Full time

    **Job Overview** The Head of Product will be at the forefront of shaping our groundbreaking technology platform. This pivotal role calls for a visionary thinker with deep expertise in HCM and global payroll, a proven track record of exceptional project management, and a knack for crafting user-centric experiences through stellar UI/UX design. In this role,...

  • Head of Tourism Product

    3 weeks ago

    Cape Town, South Africa Executive Placings Full time

    HEAD OF TOURISM PRODUCT CAPE TOWN (HYBRID) A leading Destination Management Company is seeking an experienced senior travel professional to head up its Product Department. If you have 810 years experience in senior product or commercial roles within a DMC/Inbound Tour Operator, this is your next big move. ✅ What you bring: Bachelors degree in business,...

  • Head of Tourism Product

    4 weeks ago

    Cape Town, South Africa Executive Placings Full time

    Leading Destination Management Company is looking for an experienced travel professional with 8-10 years’ experience in a senior product or commercial role to head up the product and systems department. This is a hybrid role based in Cape Town. Experience required: Bachelor’s degree in business, Marketing, Tourism, or related field 8–10 years’...

  • Head of Tourism Product

    3 weeks ago

    Cape Town, South Africa Executive Placings Full time

    HEAD OF TOURISM PRODUCT – CAPE TOWN (HYBRID) A leading Destination Management Company is seeking an experienced senior travel professional to head up its Product Department. If you have 8–10 years’ experience in senior product or commercial roles within a DMC/Inbound Tour Operator, this is your next big move. What you bring: • Bachelor’s...