The purpose of the HOD is to develop and implement strategic plans to improve the operational efficiency and profitability of the department/contact centre.
REQUIREMENTS:
- At least seven years’ management experience in customer service/collections contact centre environments of 500 or more employees.
- Quantifiable experience in managing off-shore contact centre portfolios. (Specifically, UK experience is highly advantageous)
- Experience in outbound sales will be a distinct advantage.
- Excellent understanding of the customer contact centre industry and associated technological solutions.
- Track record of success in delivering productivity and revenue growth.
- Demonstrated ability in business development through networking.
- Business degree or relevant company-based training.
- Competent in the use of Microsoft Office products
COMPETENCIES REQUIRED:
- Soundtrack record in managing workplace relations
- Leadership skills
- Excellent planning and organisational skills
- Good writing and effective communication skills
- Working experience of MS Office Suite at Intermediate Level
- Demonstrated commercial acumen.
- High-level ability in people management including leading, motivating and developing direct reports and customer-facing employees.
- Demonstrated decision-making skills in a fast-moving, team-based environment.
- Managing client relationships.
KNOWLEDGE/EXPERIENCE:
- Experience in customer service/collections and/ credit management will be a distinct advantage.
- Knowledge of HR labour laws
- Manage contact centre performance in line with Sigma policies and procedures to meet performance targets.
- Manage utilisation of staff in line with the budgeted manning.
- Manage costs to operate within budget and initiate cost-saving measures.
- Identify and remove performance barriers to meet performance targets.
- Manage the resolution of customer/ client problems and complaints.
- Maintain up to date knowledge of developments in clients’ markets, products and services.
- Coach, develop and motivate direct reports.
- Manage the recruitment, training, scheduling and performance of employees.
- Ensure effective computer hardware, software and telecommunications systems are maintained.
About Sigma, part of the Digicall Group
Our business revolves around Business Process Outsourcing – we help run businesses more effectively and efficiently by taking responsibility for various processes.
At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.
Sigma is part of the Digicall Group which is a preferred service partner providing a range of services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management, and tailor-made bespoke solutions meet customer demands in a responsible, cost-effective and sustainable way.
Mission Statement:
Our new mission is…To improve everything Always! We’ll do this by living our values…
Core Values:
Sigma has created four Core Values that the business and all employees stand by, they help drive our behaviors and what our brand stands for.
#Always Learning – because the more we learn the more we achieve
#Always Adapting – because flexibility creates opportunity
#Always Together – because we are part of our community, not apart from our community
#Always Better – because we do more