Head: Contact Centre Operations

15 hours ago

Pretoria, Gauteng, South Africa Credit Gateway Financial Services Full time R400 000 - R800 000 per year

Role Description

The Head: Contact Centre Operations will be responsible for the daily operations, staff, and performance to ensure efficient service and customer satisfaction. Key responsibilities include setting goals, managing budgets, hiring and training staff, analysing performance data, and motivating the team to meet key performance indicators like processing times and customer satisfaction scores. The role is also responsible for optimising workflows, handling escalated issues, and staying up to date with relevant technologies and policies.

Key Responsibilities:

  • Strategic Leadership
  • Team Management
  • Compliance & Risk Management
  • Technology & Reporting

Preferred Requirements:

  • 3 – 5 years' experience in a Call Centre environment
  • Fluent in English
  • Degree in Financial Management, Operations, or Call Centre Management preferred
  • RE1 Qualification
  • FET Certificate in Contact Centre Operations
  • Analytical thinking and decision-making skills
  • Customer-centric mindset
  • Time management and prioritization skills
  • High emotional intelligence and resilience

Technical Skills:

  • Proficiency in Call Centre software
  • Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
  • Data analysis and reporting tools
  • Knowledge of credit control systems and reconciliation platforms
  • Familiarity with regulations such as POPIA, NCR, FSP, and CPA

Application Process:

Interested candidates are invited to submit their CVs to Hein at

. All applications must be submitted by
18 November 2025
.

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