Head Of Contact Centre : Customer Care at Hollywoodbets

You Bring:

•  7+ years Contact Centre Management experience
•  5+ years Head of Operations experience
•  5+ years’ experience with Contact Centre software suites
•  Minimum of 5 years IVR experience
•  Quality Assurance processes and framework management

Advantageous

•  Matric
•  Relevant Degree/Diploma

What You’ll Do for The Brand:

•  Oversee the day to day performance of the Contact Centre Operations through the Ops Leadership Team, to deliver a best in class service, exceeding all KPIs and within budget
•  Set the strategy for the development of the Voice and Digital journey, staying abreast of new practices and technologies
•  Be responsible for the end to end customer touchpoints and the associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and eliminate complaints
•  Responsible for ensuring recruitment, training objectives are met and that the induction and coaching strategy across the Contact Centre is strictly adhered to
•  Work closely with HR, Training and other support departments across the business, taking responsibility for the ongoing development all levels of Contact Centre Teams
•  Reviewing and clearly defining all Contact Centre roles, any required shift and candidate profiles required across the Contact Centre operation
•  Lead an effective resource planning Team, ensuring that resource is fully utilised and any contact demand is effectively covered
•  Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight
•  Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies, Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.
•  Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
•  Deliver cost efficiencies and increased in Customer Satisfaction Scores.
•  Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
•  Ensure that the Hollywood brand and image is promoted through customer service excellence.
•  Analysing the Competitors on a monthly basis and providing feedback to Executive Management in forms of reports.
•  Engaging with IT and Dev Support teams to ensure the volumes and systems within the Contact Centre is managed and assessed according to volumes.
•  Assessment of training needs and conducting of a detailed Gap analysis on a quarterly basis, engaging with Head of Training to ensure the IDP’s are rolled out across Contact Centre
•  Preparation of detail reports such as Board Reports and Monthly iBranch reports to the Executive Team.
•  Adequate risk management working closely with Risk Management Team/s to implement strategies to mitigate identified areas in real time
• Other
•  Oversee Monthly iBranch management reporting, trend analysis reporting, workforce management, resource management reporting and quarterly Board reports.
•  Work closely with other iBranch functions such as Mobile, Digital Marketing, Social Media team in order to understand the dependencies that exist between departments.
•  Any other ad hoc duties that might be required.