Contact Centre Operations Manager Mr Price Money at Mr Price Group

Job Description

• 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.

Responsibilities

• 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.

Qualifications

• 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.