JOB DESCRIPTION:

• The Head of Contact Center Operations oversees the performance of all the Contact Center Operators.

• They provide leadership, coaching and support to their team, and develop plans to achieve the call center targets.

• They will be responsible for managing rosters, training staff, allocating duties, hiring and firing staff and handling problems or queries that require a higher level of authority.

• They will also review employee performance and report progress to Management.

• Head of Contact Center Operations is;

• Expected to develop strategies to increase overall productivity of the Contact Centre functionality.

• Expected to manage the activities of Contact Center teams on a daily basis and assess performance.

• Expected to provide training for Contact Center Operators to ensure good performance.

• Expected to ensure full application of Call Centre regulations and policies.

• ...