Strategic Outbound Contact Center Leader

Old Mutual South Africa; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Old Mutual South Africa is seeking an Operations Manager for the Mass Foundation Cluster. You will lead a large outbound contact centre, driving exceptional customer outcomes, performance and engagement while aligning with strategic business goals.

You will shape workforce planning, risk management and continuous improvement initiatives, partnering with stakeholders to deliver growth and value for customers across the low and emerging-middle income segments.

Qualifications

• Relevant Degree or Diploma in Business, Operations Management, Commerce or related field.
• Minimum 5-8 years' experience in a contact centre environment.
• Minimum 3-5 years' experience leading leaders within a contact centre operation.

Responsibilities

• Lead outbound contact centre performance to achieve service, productivity and quality objectives.
• Drive metrics including conversion, productivity, customer experience, quality and retention.
• Coach and develop Team Leaders; build a high-performance culture.
• Embed customer-centricity and employee engagement across the operation.
• Use data and dashboards to inform decisions and improvements.

Skills

Contact Center Mgmt

Contact Center Ops

Continuous Improvement

Customer Experience

Data Insights

Decision Making

People Management

Stakeholder Management

Strategic Leadership

Leadership

Education

NQF Level 6 Diploma

Job description

Old Mutual South Africa is seeking an Operations Manager for the Mass Foundation Cluster. You will lead a large outbound contact centre, driving exceptional customer outcomes, performance and engagement while aligning with strategic business goals.

You will shape workforce planning, risk management and continuous improvement initiatives, partnering with stakeholders to deliver growth and value for customers across the low and emerging-middle income segments.