Head: Contact Centre Operations at Ignition Group

Description

• With deep roots in South Africa, our teams are delivering technology solutions to some of the largest brands across the globe enabling both consumers and business to gain competitive advantage! We are looking for a dynamic and driven Head of Sales to join or team!
• In the role of Head of Contact Centre Sales - Domestic, you will own the overall responsibility and accountability for the holistic performance, quality, and development of the contact centres under your management in line with agreed targets and budgets as stipulated by the Head: Distribution Sales and Service. We operate both domestically and internationally and have offices in Durban and Johannesburg. The position available is at the Durban Branch.

Educational and Professional Body Requirements: ·

• Matric · Tertiary qualifications/ Contact Centre qualification will be an advantage

Requirements

Experience: ·

• At least 20 years inbound, or outbound contact centre experience. ·
• At least10 years Contact Centre Manager experience, managing a workforce of 600+ FTE across multiple Lines of business ·
• Proven experience managing senior Contact Centre teams. ·
• Experience in a sales contact centre and retentions environment required. ·
• Demonstrable experience working with the MS office suite, including MS excel, MS word and Power BI. Skills: ·
• Demonstrate the ability to plan and organise through forecasting Recruitment Intakes, FTE and net revenue for the contact centre on all domestic campaigns. ·
• Ability to develop and nurture improved performance across sales and/or service. ·
• A sound knowledge of call script generation techniques. ·
• Excellent communication and stakeholder engagement skills. ·
• Familiar with CRM systems and practices. ·
• Ability to work under pressure and meet deadlines. ·
• Ability to manage conflict using a solution-focused approach.