Contact Centre Operations Manager Mr Price Money

This role is responsible for inspiring high-performing teams, delivering exceptional customer experiences, achieving sales and service targets, and ensuring compliance within a regulated environment.

• Lead
  and develop teams by creating a
  high-performance culture focused on engagement, accountability, coaching
  and growth.
• Drive
  operational performance across Credit,
  Insurance and Mobile, ensuring sales, service and productivity targets are
  achieved.
• Champion
  quality, compliance and risk management, ensuring adherence
  to FICA, FAIS/FSCA, POPIA and internal policies.
• Partner
  with key stakeholders across Operations,
  Product, Technology, Analytics and Training to deliver business
  initiatives and continuous improvement.
• Improve
  customer outcomes through customer
  insights, complaints analysis, process enhancements and service excellence
  initiatives.
• Oversee
  workforce planning to ensure the right
  resources are available to meet customer demand and service level
  commitments.

• 5–7
  years' contact centre operations experience, with at least 5 years in a
  senior leadership role.
• Experience
  leading large sales and service teams within Credit, Insurance, Mobile or
  Telecommunications environments.
• Insurance
  sales operations experience is advantageous.
• Relevant
  tertiary qualification; Financial Services or Insurance-related
  certifications are beneficial.
• RE
  certification would be advantageous.
• Strong
  understanding of contact centre operations, workforce management,
  performance optimisation and coaching.
• Knowledge
  of FICA, FAIS/FSCA, POPIA, Treating Customers Fairly (TCF) principles and
  operational risk management.
• Passion
  for developing people, driving results and delivering exceptional customer
  experiences.