Head of Call Centre

Job Purpose

• Strategize, implement, monitor selling and retention strategies for call centre aligned to the overall business strategy
• Plan, organise, lead and be accountable for the team performance to achieve the targets set and the approved key performance indicators with high level of customer experience through effective and optimal utilisation of resources approved
• Analyse performance, set both monthly and weekly sales target and plan activities to boost sales
• Plan annual budget required to meet target set
• Formulate Key Performance Indicators (KPI) and formulate tracking mechanism or provision of adequate support for the team
• Responsible to identify, recruit right talent and be accountable for the development of team to improve level of competency and achieve performance targets set
• Develop succession plan and training needs for the team
• Identify, implement improvement initiatives to improve call cent...