Contact Centre Manager / Head of Contact Centre

About the Job:

Do you thrive in a fast-paced environment and are passionate about exceeding expectations? Are you a proven leader with a record of building high-performing Contact Centre teams?

If so, this opportunity is for you. Our client is seeking someone qualified to join their dynamic team as a Contact Centre Manager!

About the company:

Our client is a consultancy firm based in Birmingham, United Kingdom, that specialises in the designing, marketing and distribution of insurance products & risk management solutions targeted at foreign nationals living and working in developed markets like the UK, EU, North America, Canada, Australia & New Zealand. You will be joining a dynamic and ambitious firm focused on making a huge impact on expatriate communities in terms of managing their insurable risks.

About the Role:

In this leadership role, you'll be responsible for the Contact Centres overall success, ensuring it delivers exceptional customer service and achieves all sales and service targets. You'll wear many hats, from overseeing day-to-day operations to developing and implementing strategic contact center initiatives.

You'll be responsible for:

• Leading a Team of Champions: Recruiting, training, coaching, and motivating a large team of call centre agents to provide exceptional sales performance and customer service.
• Driving Performance: Developing and implementing call center strategies that align with company goals and objectives. Analyzing call centre data to identify areas for improvement and implementing programs to boost customer satisfaction and achieve sales targets.
• Operational Excellence: Ensuring smooth day-to-day operations by managing staff scheduling, performance management, and quality assurance processes.
• Staying Ahead of the Curve: Keeping up to date with the latest call centre trends and technologies to optimize efficiency and effectiveness.
• Resource Management: Managing call centre budgets and resources effectively to ensure a cost-efficient operation.
• Strategy: Drive CRM and Call Centre strategies.

What you need to be successful?

• Education: University or Technikon Degree or at least 8 years of practical experience in the Life Insurance Sales / Call Centre environment where this is supported by a formal RPL (Recognition of Prior Learning) record. A Certificate in Call Centre Management (SA NQF Level 6) issued by a recognised international body is an added advantage.
• Minimum 5 Years of Call Centre Management Experience: A proven track record of success in leading and motivating call centre teams to achieve ambitious goals.
• Strategic Visionary: The ability to develop and implement call centre strategies that align with the company's overall objectives.
• People Leader: Exceptional leadership and people management skills, with the ability to create a positive and motivating work environment.
• Communication Maestro: Strong communication and interpersonal skills to build relationships with call centre agents, supervisors, and other stakeholders.
• Data-Driven Decision Making: The ability to analyse call centre data and translate insights into actionable strategies.
• Tech Savvy: Proficiency in Microsoft Office Suite and a willingness to learn new call centre technologies.

Job Types: Permanent

Salary: R40,000 R50,000 plus override commission

Other benefits include:

• Paid annual leave
• Funeral Insurance Cover
• Car loan

Working Hours:

You will be contracted for 42 hours per week. We operate a 24-hour call centre service, and you will be working as per the call centre Rota.