Head Of Call Centre

Hire Resolve; Cape Town; In loco; ZAR 900.000 - 1.300.000; Tempo pieno

Descrizione del lavoro

Hire Resolve's client is launching a brand-new fintech contact centre in Cape Town. They seek a hands-on, commercially minded leader to own and build the operation from the ground up.

You will lead accountability across Sales, Collections and Verification, driving KPIs, process improvements and cross-functional collaboration with Risk, Product and IT.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Contact Centre management

KPI & performance management

CRM & contact centre telephony

Staff recruitment & onboarding

Cross-functional collaboration

Strumenti

CRM software

Contact centre telephony

Descrizione del lavoro

Want to build something from the ground up?

This is not your typical Call Centre Manager role.

Hire Resolve's 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 won't simply inherit an established team and processes.

You'll help build them.

Responsibilities:

• 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

Requirements:

• 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.