. Operational Roles Responsibilities As the Head of the Contact Centre you will play a directing role in the management operation and development of the Contact Center including the development and implementation of strategy as well as the management and development of resources.It will be your responsibility to ensure the contact center maximises every opportunity to enhance the business. You will analyse all contact center statistics manage the implementation of new products and services manage the contact forecasting and workforce management manage infrastructure telephony and process improvement.PEOPLE MANAGEMENTYou will direct and manage the contact center team and resources on daytoday basis based on company guidelines conduct performance reviews manage people resources and vacation days ensure efficiency by providing feedback and counseling. Provide recommendation to management on recruitment and promotions. KNOWLEDGE AND EXPERIENCEEducational Qualifications University degree in Business Administration with specialisation in Computer Science Information Technology from a recognised university or equivalent.Experience You will more...
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