Live Vacancies

Cape Town

Job Description

To meet pre-defined SLAs, performance and financial targets for the business in line with client expectations and manager, support and develop direct reports.

The Selection Criteria

Experience

Proven experience in leading, motivating and performance management of a large team of people
Financially and commercially literate and a proven understanding of the factors affecting financial and non-financial performance in the call centre i.e. grades of service and specific KPI’s
Good understanding of call centre technologies and proven experience of optimising the same
3-5 years experience of successfully operating at a management level in a contact centre environment coupled with experience of managing a client’s campaign.
Proven track record in achieving financial targets including revenue, profit and margin achievement.

Qualifications

National senior certificate or equivalent

Desirable:
Contact center training certification
Tertiary education qualification

Skills/personal attributes

Strong organisational and task management skills
Provide a clear sense of purpose for the team and organize resources effectively
Influence others and add value in the delivery of the operational goals and targets
Actively contribute to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities
Willing and able to adjust to multiple demands and shifting priorities