Work in Joburg
Find a job in South Africa’s mega city
ABC Joburg is a sister company of ABC Worldwide. Based in Sandton, the team of recruiters is focused on candidates and roles in and around Johannesburg.
The City of Gold
Johannesburg is a centre of mining, manufacturing, and finance. All the mining houses are headquartered in the city, as is the Chamber of Mines, which regulates the industry. Local factories in Johannesburg and on the East Rand produce a great variety of goods ranging from textiles to specialty steels. A substantial engineering sector serves the needs of the mining industry. Virtually all the country’s banks, insurance companies, and building societies have their head offices in the city. The Johannesburg Stock Exchange, founded in 1887 to raise capital for deep-level mining, lists more than 600 companies.
While Pretoria, the South African capital, is only 40 miles to the north, most state ministries have offices in Johannesburg. Many foreign countries retain consular facilities, largely to service the needs of overseas firms, hundreds of which operate in the city.
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Job Title
Head of Call Centre OperationEmployment Type
Full TimeExperience
8 to 30 yearsSalary
R900000 to R1300000Job Published
26 January 2023Job Reference No.
687667930Job Description
We are looking for a Head of Operations - Call Centre
Basic Function
- Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, Profitability
- Ensure all migrations are managed seamlessly
- Map peer levels across client organization and establish peer level relationships within the client organization
- Establishing operational performance goals
- Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
- Put control measures in place to ensure adherence to budget and cost control
Essential Functions
This position is responsible for Operations Key responsibilities include:
- Formulation and execution of capacity and staffing plans based on medium term business forecast
- Negotiating and finalizing SLA’s with the Client - contract negotiation
- Implementing revenue and cost plans
- Establishing a review/ reporting mechanism with the Client
- Developing and approving incentive plans
- Identify and champion black belt improvement projects
- Review the progress of attrition action plans and check effectiveness
- Provide leadership to team of Managers, Asst. Managers and Executives
- Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
- Client satisfaction (15%)
- Revenue and costs (40%)
- Process Improvement (10%)
- Employee satisfaction (10%)
- Attrition management (25%)
* The weightages may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor
Primary Internal Interactions
- Below: Senior Managers and Managers
- Above: VP Ops
- Support: Training, HR & Process Excellence Teams and Client Relationship Managers
Primary External Interactions
- Clients: Various levels (Processing Staff, Process Managers, Client’s Project management Office, Client’s Leadership)
Skills Technical Skills
- Excellent Communication skills
- Good Computer navigation skills
- Good keyboarding speed
- Basic knowledge of off-shoring technology set-up like Bandwidth utilization etc.
Process Specific Skills
· Inbound call center experience is essential.
· Some level of experience in Back-office transaction processing preferred
· L&A Insurance, preferably US.
Soft skills
- Reasonable level of business perspective and capability to drive improvements based on benchmarks
- Strong people management and leadership skills
- Process Excellence methodology
- Good cross-functional appreciation and capability to team with relevant others to drive business objectives
Work Experience Requirements
- Minimum 8 years’ work experience; preferably from BPO background preferably insurance
- Should have managed Teams for at least 3 years
Location Cape Town
If you are interested send the following
Updated CV
Current salary
Salary expectation
Notice period
Email Address