Head Of Call Centre
- Location
- Cape Town, Western Cape
- Contract
- Permanent
- Closing date
First listed . Last checked at source .
In brief
**Overview** This role, Head of Call Centre, is with a fast-growing South African fintech client of Hire Resolve, which is launching its local operation in Cape Town. It is described as a unique opportunity, not a typical Call Centre Manager role, for a hands-on, commercially minded Contact Centre leader. The successful candidate will take ownership of a brand-new operation and help build a high-performing Contact Centre from the ground up, playing a key leadership role from day one by building teams and processes rather than inheriting established ones. **What you will do** * 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 for someone who wants to build a new operation from the ground up, rather than simply inheriting an established team and processes. The ideal candidate is a hands-on, commercially minded Contact Centre leader ready to take ownership of a brand-new operation, demonstrating an entrepreneurial approach to building operations and playing a key leadership role from day one. **Deadline** Not specified **Reference** Original posting: https://www.jobmail.co.za/jobs/sales-marketing/other-sales-marketing/cape-town/head-of-call-centre-id-7589290 Source: jobmail
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.
- Agile / Scrum
- Customer service
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
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