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Duties & Responsibilities Assess the impacts of absenteeism to minimise downtime and lost of clients and business growth Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency. Develop a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service. Produce and allocate efficient schedules for agents and maximize agent utilization throughout the Contact Centre. Drive the various operational and tactical objectives of efficiently meeting the customer service demands and improving cost effectiveness within the greater customer contact centre environment. Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress Comply with governance in terms of legislative and audit requirements. Desired Experience & Qualification 5 years or more, managing a team of real time administrators and resource planners in a Contact Centre environment. Degree or Diploma. +3 years relevant.

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