Financial manager cape town

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Head of Contact Centre Strategy

A leading Financial Lending organisation is looking to fill the position of Head of Contact Centre Strategy in their Cape Town office. The suitable candidate requires: Matric; Relevant business...
careerjunction.co.za 18/03/2014

Head of Contact Centre Strategy

A leading Financial Lending organisation is looking to fill the position of Head of Contact Centre Strategy in their Cape Town office. The suitable candidate requires: Matric; Relevant business related degree; Strong knowledge of IT systems and their application across operations specifically Dialler workforce management systems and IVR technology; Extensive knowledge of change manage methodologies and processes; Understanding of business process mapping methodologies and techniques; Understanding and awareness of the retail credit industry able to challenge and debate local and industry issues; Facilitation and Negotiation effective at managing and influencing discussion and debate at a senior level; Value management techniques and metrics; Strategic and Operational experience in leading a team of specialists (Dialler Manager Resource Manager and MIS Manager) in an operational environment; Development and execution of resourcing strategies that benchmark favourably in the industry; 5 -10 years relevant Senior experience with proven track record in the Financial Services industry. The suitable candidate will be responsible for the following: Successfully define and implement a medium to long term strategy in the contact centre while optimising the currently deployed tools methods and technology to execute optimally on contracted key results areas across operations in line with the business strategy; Contribute to the development of the company s strategy by ensuring contact centre best practices are included; Ensure that Operational areas are optimally resourced and that infrastructure is used effectively; Develop a budget to support the implementation of the collections recoveries and fraud strategies; Drive the implementation of the plan and adjust/review as needed to meet profit targets across the product range; Continually search for opportunities to optimise on the tools deployed in the business profitably within the company s values framework. If you meet the above criteria please email your CV to

2014/03/18 06:41:50 AM

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