Head of Contact Centre Operations - South AfricaVacancy posted: Tuesday, 13 September 2016
Salary: £60000 - £65000 per annum + Bonus & Benefits
Closing date: 27 September 2016
Job ref. no.: JA6217AG
My client is a leading global BPO that boasts clients with brands that would make anyone in the industry envious! They are looking to recruit a Head of Contact Centre Operations for their key account based in Cape Town.
This role is accountable for 500 FTE and will ensure satisfaction, growth and sustainability of the client partnership and will add value to the client relationship. As with any senior leadership and operational role this will be achieved by ensuring exceptional and effective operational performance through financial awareness and optimisation and world class customer journeys.
Due to the senior exposure of the role the ideal candidate for this Head of Contact Centre Operations role will have the following:-
* Exceptional Operational Leadership experience within a contact centre BPO environment
* Strong track record of leading large volume contact centre of up to 500 FTE and more
* Due to the location of the role the candidate should have experience of working in different countries/cultures
* Proven track record is meeting and exceeding financial and other targets set by clients
This role also includes the following responsibilities:-
* Plan and drive the account strategically including; contact and cost to serve reduction, customer resolution, customer retention and acquisition and driving improvements in the customer journey
* Maintain and drive excellent stakeholder engagement and manage the relationship with the client effectively
* Lead, motivate and inspire the operation to deliver against objectives and to impact the brand positively and collectively as a whole
* Seamlessly provide the end user/caller with an experience that exceeds the clients expectations and is aligned to clients brand
* Work collaboratively and in partnership with the client to ensure that the operation mirrors and adds value to the clients business and customer journey
Apply now for more information and we can discuss whether this is the right opportunity for you.
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