Head of Call Centre

Job Purpose

• Strategize, implement, monitor selling and retention strategies for call centre aligned to the overall business strategy
• Plan, organise, lead and be accountable for the team performance to achieve the targets set and the approved key performance indicators with high level of customer experience through effective and optimal utilisation of resources approved
• Analyse performance, set both monthly and weekly sales target and plan activities to boost sales
• Plan annual budget required to meet target set
• Formulate Key Performance Indicators (KPI) and formulate tracking mechanism or provision of adequate support for the team
• Responsible to identify, recruit right talent and be accountable for the development of team to improve level of competency and achieve performance targets set
• Develop succession plan and training needs for the team
• Identify, implement improvement initiatives to improve call centre operations to meet business goals
• Develop, implement structured compliance guidelines and be responsible to ensure team exercise strict compliance to meet the organisation business strategies
• Responsible to report to Management on department performance and ability to take adequate actions
• Responsible to manage inbound customer service and ensure resolutions of complaints are handled professionally with action implementation to avoid recurrence of the same

Key Responsibilities / Accountabilities

• Sales Targets

1. Set sales targets based on the organization sales targets
2. Communicate clearly and comprehensively the sales channels' expectations to the team for execution
3. Motivates the team to carry out new initiatives to promote sales

• Business Operations & Processes

1. Ensure growth in tandem with business targets
2. Identify, strategize, and implement any plans to improve the business and operations of reporting units
3. Develop, execute customer delivery strategy and operational planning
4. Manage Team Leaders :-
5. Coaching
6. Mentoring
7. Creating team spirits for positive environment to foster group performance
8. monitor performance and define improvement strategies
9. Define, monitor, and track KPIs and targets set for team leaders
10. Ensure team meets KPIs set
11. Conduct performance evaluation

• Training / Skills Development

1. Define and identify training needs of team - input/develop training plans

• Human Capital Retention/Management

1. Responsible for retention staff within the team, and to ensure that target set are met
2. Identify the level of work spirits within the team and team work with other teams

• Reporting

1. To prepare and conduct report analysis on timely manner
2. To review and communicate findings to business owners / stakeholders
3. To provide feedback to team leaders post report finding
4. To analyze, evaluate the performance of reporting units and develop strategies for continuous improvement