Role Purpose

The Head of Department (HOD): Motor and Non-Motor is responsible for providing strategic and operational leadership of the emergency roadside and home assistance call centre.

The role focuses on ensuring the consistent delivery of high-quality, efficient, and customer-focused services within a fast-paced, high-pressure environment. The incumbent is accountable for overall call centre performance, maintaining service levels, optimising resources, and ensuring operational excellence.

This position oversees all aspects of call centre operations, including workforce planning, performance management, budget control, and continuous process improvement. A key focus is on developing Team Leaders and their teams to achieve defined KPIs, uphold quality standards, and deliver a seamless customer experience.

Key Responsibilities

Call Centre Operations Management

Oversee and manage the full call centre function to ensure optimal performance and service delivery.

• Structure call centre rosters and staffing to maximise productivity and manage costs effectively.
• Implement staffing strategies to accommodate peak periods, system changes, and crisis situations.
• Maintain agreed service levels in line with call centre performance metrics.
• Ensure departmental quality standards and service delivery measures are consistently achieved.
• Develop and implement corrective action plans where performance gaps are identified.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Proactively manage operational risks and exceptions.

Leadership & Team Management

Lead, develop, and manage Team Leaders and their teams to achieve operational excellence.

• Provide leadership and direction to Team Leaders to ensure alignment with departmental objectives.
• Ensure performance appraisals are conducted as per company requirements.
• Oversee recruitment, onboarding, and training of new employees.
• Ensure staff are adequately trained, tested, and job-ready.
• Promote multi-skilling within teams to improve flexibility and reduce operational costs.
• Manage absenteeism and ensure appropriate workforce planning.
• Ensure staff wellbeing through effective workload and leave management.

Performance Management & KPI Delivery

Ensure all teams meet defined service levels and performance standards.

• Monitor team and individual performance against KPIs and productivity targets.
• Ensure Team Leaders effectively manage staff performance and attendance.
• Ensure accurate and timely submission of HR-related documentation.
• Support coaching, mentoring, and development initiatives within teams.
• Ensure adherence to call handling protocols and quality standards.

Operational Planning & Process Improvement

Drive efficiency through effective planning and continuous improvement.

• Develop and implement succession and performance plans within the call centre.
• Ensure all policies and procedures are documented and communicated clearly.
• Identify opportunities to improve systems, processes, and workflows.
• Monitor and improve the effectiveness of systems and software used within the call centre.

Budget & Resource Management

Manage financial and operational resources effectively.

• Develop, manage, and monitor the departmental budget.
• Ensure cost control while maintaining service delivery standards.
• Oversee resource allocation to ensure operational efficiency.

Stakeholder & Systems Management

Ensure effective coordination across teams and systems.

• Liaise with IT to ensure workstations and systems are operational for all staff.
• Monitor equipment performance and ensure timely maintenance or replacement.
• Ensure alignment with internal stakeholders to support operational objectives.