Head of Contact Centre - Customer Care
Job Description
Being
a part of the Hollywoodbets Purple Team is an opportunity to become a
part of one of South Africa’s biggest success stories. From humble
beginnings in Durban, Hollywoodbets has grown into a powerhouse brand
operating across Africa and the United Kingdom. And that’s just the
beginning. Our talented Team is on a mission to increase our global
footprint, ready to take on any challenge because at Hollywoodbets, not
even the sky is the limit. Join our Team and let’s reach for the stars.
We
have an amazing opportunity for a Head of Contact Centre: Customer
Care. Do you think you have what it takes to be our newest Purple Star?
The
Head of Contact Centre: Customer Care is responsible for shaping the
future of Voice and Digital Contact Centre operation, being committed to
ensuring a great customer experience through a variety of touchpoints.
Responsible for the strategic oversight and management or operations
including but not limited to daily, weekly, monthly and quarterly
performance reporting, linked to consequence management for poor
performance and rewards & recognition for above average performance.
Instill a culture aligned to the brand’s core values instilling a
performance driven attitude at all levels across the Centre. Responsible
for systems and process management, operations management, cost
management, resource management and retention, shift management,
compliance, efficiency management and service excellence.
With Hollywoodbets You Will:
Innovate and create as part of a like-minded, authentic Team eager to achieve goals.
Embrace challenges and the thrill of working in a vibrant and fast-paced industry.
Grow with our development plans and culture that allows you to further your career.
You Bring:
• 10 years Contact Centre Management experience
• 5+ years Head of Operations experience
• 5+ years’ experience with Contact Centre software suites
• Minimum of 5 years IVR experience
• Quality Assurance processes and framework management
Advantageous
• Matric
• Relevant Degree/Diploma
What You’ll Do for The Brand:
•
Oversee the day to day performance of the Contact Centre Operations
through the Ops Leadership Team, to deliver a best in class service,
exceeding all KPIs and within budget
• Set the strategy for the development of the Voice and Digital journey, staying abreast of new practices and technologies
•
Be responsible for the end to end customer touchpoints and the
associated customer experience, supporting cross company initiatives to
drive improvements, improve efficiency and eliminate complaints
•
Responsible for ensuring recruitment, training objectives are met and
that the induction and coaching strategy across the Contact Centre is
strictly adhered to
• Work closely
with HR, Training and other support departments across the business,
taking responsibility for the ongoing development all levels of Contact
Centre Teams
• Reviewing and
clearly defining all Contact Centre roles, any required shift and
candidate profiles required across the Contact Centre operation
•
Lead an effective resource planning Team, ensuring that resource is
fully utilized and any contact demand is effectively covered
• Applying best practice, develop continuous improvement plans and make recommendations based upon the team and customer insight
•
Develop plans and offer insight and knowledge to the organization on
the use of new tools and technologies, Telephony, CRM and WFM to create a
cost-effective operation consistently achieving contact handling SLAs.
•
Act as the Voice of the Customer, championing change and improvements
across the customer experience, drive change and influence future
change/projects to support and achieve improvements in the customer
experience.
• Deliver cost efficiencies and increased in Customer Satisfaction Scores.
•
Enhance the quality of customer interactions, ensuring quality
assurance, compliance, regulatory and legal obligations are met across
all interactions.
• Ensure that the Hollywood brand and image is promoted through customer service excellence.
• Analysing the Competitors on a monthly basis and providing feedback to Executive Management in forms of reports.
•
Engaging with IT and Dev Support teams to ensure the volumes and
systems within the Contact Centre is managed and assessed according to
volumes.
• Assessment of training
needs and conducting of a detailed Gap analysis on a quarterly basis,
engaging with Head of Training to ensure the IDP’s are rolled out across
Contact Centre
• Preparation of detail reports such as Board Reports and Monthly iBranch reports to the Executive Team.
•
Adequate risk management working closely with Risk Management Team/s to
implement strategies to mitigate identified areas in real time
• Any other ad-hoc duties as required by the management team.
Other
•
Oversee Monthly iBranch management reporting, trend analysis reporting,
workforce management, resource management reporting and quarterly Board
reports.
• Work closely with
other iBranch functions such as Mobile, Digital Marketing, Social Media
team in order to understand the dependencies that exist between
departments.
• Any other ad hoc duties that might be required.
What You’ll Bring to The Team:
• Must have strong communication and people management skills.
• Excellent report writing and presentation skills
• Excellent Project Management skills
• Must have excellent Relationship Management
• Must have good business Acumen
• Must be able to think on a strategic level
Please note that only applicants who meet the stipulated minimum requirements will be considered.
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