The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

1.People Management

•Leadership

oLeads by example in living the values of the organisation

oEnsures the department is fully equipped to handle the workload and distribute workflow

oCoaches to ensure a full understanding of consequences of errors

oCreates an environment that fosters teamwork and co-operation amongst team members

oCreates awareness of Merchants strategic objectives and their alignment to the department and company objectives

oCommunicates effectively, building and maintaining relationships

oEnsures consistent compliance to company policies and procedures, corporate governance and relevant legislation

•Attraction & Selection

oEnsures appropriate staffing and action accordingly

oIdentifies need for creation of position and forward recommendation to direct manager and HR

oEnsures appointments are in line with EE targets / strategy

oSelects and places candidates in terms of agreed recruitment and selection process

•Retention

oDevelops and empowers people, recognizing and rewarding value-added performance

•Training and Development

oContinually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

oMonitors implementation of training needs as per individual development plans

•Career Pathing and Succession Planning

oIdentifies, manages and develops talent

•Performance Management

oSets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs

oEnsures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

2.Operations Management

•Manages operational costs through effective resource management

•Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements

•Takes responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle

•Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation

•Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements

•Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols

•Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs, and deliverables are achieved in a timely and cost-effective manner

•Ensures consistency and standardisation with the client’s other operations

3.Client Engagement

•Maintains positive client relationships and alerts management to operational delivery issues

•Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times