Head Of Call Centre
Hire Resolve · Cape Town, Western Cape
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Start free — we apply for you →- 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