Head of Contact Centre at Renmoney

Job Title: Head of Contact

Activities

• Lead, motivate, and mentor the team
• Set clear goals and KPIs for the team and ensure alignment with Renmoney’s business objectives
• Provide ongoing coaching and training to enhance the skills and performance of the contact centre
• Develop and implement best practices for contact centre operations to ensure efficiency and effectiveness
• Monitor KPIs such as call volume, response time and customer satisfaction identify areas of improvement
• Regularly review and optimize workflows and processes to streamline operations and enhance customer experience
• Ensure that all customer interactions are handled professionally, efficiently and in accordance with the call centre policies and procedures
• Implement strategies to enhance and improve customer satisfaction and loyalty
• Provide timely resolution to complex customer issues
• Develop and execute (in collaboration with the marketing team) sales campaigns to drive sales and promote Renmoney’s visibility and market share
• Analyze market trends and customer insights to identify opportunities for targeted sales initiatives
• Track and analyze key metrics related to contact centre performance
• Prepare regular reports and presentations to communicate insights and trends for recommendation to the management team
• Utilize data driven insights to make informed decisions and drive continuous improvement

Candidate Profile

• First degree in any related field
• Minimum of 5+ years in a leadership role preferably in a contact centre
• Excellent communication skills
• Sound knowledge of contact centre technologies and best practices
• Analytical mindset with the ability to interpret data and generate actionable
• Results-oriented with a focus on driving revenue and achieving targets.

Application Instructions:

The application deadline is Not Specified. Therefore qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy

Website:
Official Job Website: https://renmoney.com/working-with-us/