Head Of Call Centre at Hire Resolve

• Hire Resolve's client is looking for a hands-on, commercially minded Contact Centre leader who is ready to take ownership of a brand-new operation and help build a high-performing Contact Centre from the ground up.
• Our client is a fast-growing South African fintech launching its local operation in Cape Town, and this is your opportunity to play a key leadership role from day one.
• You won’t simply inherit an established team and processes.
• You’ll help build them.

Responsibilities:
As Head of Call Centre, you’ll take ownership of the Contact Centre operation, including:

• Building and developing the Contact Centre team
• Recruiting, onboarding, training and developing staff
• Managing Sales, Collections and Verification functions
• Driving operational efficiency, productivity and performance
• Establishing and monitoring KPIs, SLAs and performance standards
• Managing the Sales funnel from Lead → Application → Deal
• Overseeing internal Collections, including Pre-Collection, Grace Period, DebiCheck and Soft Collections
• Working closely with Risk and the Verification team
• Driving customer service standards and call quality
• Identifying operational bottlenecks and implementing improvements
• Supporting CRM, telephony and Contact Centre automation
• Managing schedules, productivity and operational discipline
• Working cross-functionally with Risk, Product, Marketing, IT, Finance and Head Office

Requirements:

• 3+ years' experience managing a Contact Centre or operational team
• At least 2 years' Contact Centre experience
• Experience within fintech, banking, microfinance/consumer lending or insurance
• Strong understanding of Contact Centre KPIs and operational performance
• Experience across Sales, Collections and/or Verification
• Knowledge of affordability assessments, document verification and bank-statement verification
• Experience recruiting, onboarding and managing teams
• Strong performance and KPI management experience
• Experience with CRM and Contact Centre telephony systems
• Knowledge of NCR, FICA and DebiCheck
• Excellent professional English
• A hands-on, entrepreneurial approach to building operations