Head Of Call Centre
- Location
- Cape Town, Western Cape
- Closing date
First listed . Last checked at source .
In brief
**Overview** This role is for a Head of Call Centre with Hire Resolve's client, a fast-growing South African fintech. The client is launching its local operation in Cape Town and requires a hands-on, commercially minded leader to take ownership of a brand-new contact centre operation. The successful candidate will be instrumental in building a high-performing contact centre from the ground up, rather than inheriting existing teams and processes, and will play a key leadership role from the outset. **What you will do** As Head of Call Centre, you will take ownership of the Contact Centre operation, including: * 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 (from the original advert)** * 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 **Who should apply** This role is suitable for a hands-on, commercially minded Contact Centre leader who is ready to take ownership of a new operation and build a high-performing contact centre from scratch. The ideal candidate will possess an entrepreneurial approach to building operations, coupled with extensive experience in Contact Centre management, including recruitment, team management, and a strong understanding of KPIs, operational performance, and relevant industry regulations. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/head-of-call-centre-hire-resolve Source: myjobmag
Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.
At a glance
- At least 2 years of experience.
- Customer service
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
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