Head Of Call Centre
Job Location:
Cape Town - South Africa
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
This is not your typical Call Centre Manager role.
Hire Resolves client is looking for a hands-on commercially minded Contact Centre leader who is ready to take ownership of a brand-new operation and help build a high-performing Contact Centre from the ground up.
Our client is a fast-growing South African fintech launching its local operation in Cape Town and this is your opportunity to play a key leadership role from day one.
You wont simply inherit an established team and processes.
Youll help build them.
As Head of Call Centre youll take ownership of the Contact Centre operation including:
- Building and developing the Contact Centre team
- Recruiting onboarding training and developing staff
- Managing Sales Collections and Verification functions
- Driving operational efficiency productivity and performance
- Establishing and monitoring KPIs SLAs and performance standards
- Managing the Sales funnel from Lead Application Deal
- Overseeing internal Collections including Pre-Collection Grace Period DebiCheck and Soft Collections
- Working closely with Risk and the Verification team
- Driving customer service standards and call quality
- Identifying operational bottlenecks and implementing improvements
- Supporting CRM telephony and Contact Centre automation
- Managing schedules productivity and operational discipline
- Working cross-functionally with Risk Product Marketing IT Finance and Head Office
- 3 years experience managing a Contact Centre or operational team
- At least 2 years Contact Centre experience
- Experience within fintech banking microfinance/consumer lending or insurance
- Strong understanding of Contact Centre KPIs and operational performance
- Experience across Sales Collections and/or Verification
- Knowledge of affordability assessments document verification and bank-statement verification
- Experience recruiting onboarding and managing teams
- Strong performance and KPI management experience
- Experience with CRM and Contact Centre telephony systems
- Knowledge of NCR FICA and DebiCheck
- Excellent professional English
- A hands-on entrepreneurial approach to building operations
Salary: negotiable.
Our client is offering a highly competitive salary for this role based on experience.
Apply for this role today contact Maria van Rooyen at Hire Resolve or on LinkedIn
You can also visit the Hire Resolve website: or email us your
CV:
We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not
suitable we will put your CV on file and contact you regarding any future vacancies that arise.
We help companies recruit and hire skilled professionals across Engineering Mining IT Finance Manufacturing Construction Supply Chain Logistics Renewable Energy Sales Marketing and more. Our recruitment expertise spans entry-level specialist senior management and executive positions.
With recruitment solutions covering major South African cities including Johannesburg Cape Town Pretoria Durban Gqeberha and Bloemfontein as well as locations nationwide we help businesses find the right talent wherever they need it.
Whether youre hiring for a single position or building an entire team Hire Resolve provides tailored recruitment solutions designed around your hiring needs.
Ready to find your next hire Get in touch with Hire Resolve today.
Required Experience:
Director
About Company
Hire Resolve connects Job seekers to Employers. The company is a Specialist Recruitment & Staffing company with a national presence with a customer base of listed companies on the JSE and global multinationals. The company prides itself on its technical & industry knowledge. The cons ... View more
