Are you a dynamic leader passionate about customer experience and operational excellence? My client is seeking a Senior Leader to drive, develop, and manage the performance of their Contact Centre Operation based in Durban, South Africa. This role offers an incredible opportunity for career growth in an exciting, rapidly expanding company. If you have a strong background in customer service and are ready for a new challenge, we want to hear from you!
Job Summary:
You will be responsible for leading and optimising the customer experience across all channels in a complex environment overseeing 500 FTE. Your strategic leadership will be crucial in ensuring that performance targets are met, costs are managed efficiently, and customer satisfaction is consistently high.
Your Role:
As the Head of Contact Centre Operations, you will lead and promote contact centre performance and customer experience, aligned with the company's CX strategy. You will manage and monitor commercial and budgetary performance, driving opportunities and minimising costs. Your role includes coaching and developing teams to maximise their potential, ensuring governance and compliance standards are met, and maintaining positive stakeholder relationships.
About You:
You are an experienced leader with a proven track record in customer service at a senior level. Your excellent people management, leadership, and coaching skills enable you to engage and motivate your teams effectively. You thrive in a fast-paced environment and can manage multiple tasks and priorities simultaneously. Your ability to challenge and influence stakeholders, along with your commercial acumen, will be key to your success in this role.
Some Bullet Points About You:
- Extensive experience in delivering customer service at a senior level
- Strong people management, leadership, and motivational skills
- Ability to thrive in a fast-paced environment
- Proven track record in communication and engagement at multiple levels
- Experience with onshore and offshore contact centres
- Excellent root cause analysis and problem-solving skills
- Insurance experience
- Master's degree required for a visa in South Africa
Salary and Benefits:
- Competitive salary: £65-75k
- 50% Bonus
- Relocation package including flights and accommodation for at least 1 month
- Travel back to the UK every 3 months
How to Apply: If you are ready to take on this exciting challenge and drive success in a dynamic environment, please submit your application with your CV detailing your relevant experience. We look forward to hearing from you!
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