Job Purpose
The Call Centre Team Head is responsible for the overall leadership, operational performance, governance compliance, and strategic direction of the Call Centre. This role ensures delivery of service excellence across inbound, outbound, and digital channels while maintaining regulatory compliance, risk controls, and cost efficiency.
The incumbent drives Service Level performance, people leadership, customer experience outcomes, and continuous improvement initiatives.
Key Responsibilities
Goal Setting & KPI:
- Establishing performance targets and key performance indicators to align with the organizational objectives.
Strategic Planning:
- Oversee daily operations across team functions
- Ensure achievement of Service Level and Productivity targets.
- Lead manpower planning, FTE forecasting, and capacity modelling.
- Manage budget, cost per contact, and resource optimization.
- Drive automation initiatives (CRM integration, AI tools, self-service adoption).
Performance Management:
- Define and monitor KPIs of the Team across all functions
- Track Team Performance (First Call Resolution, Conversion Rate, QA scores), other deliverables and ensure SLA adherence.
- Conduct monthly performance reviews and calibration sessions.
- Present performance dashboards to Senior Management.
Regulatory & Compliance:
- Ensure regulatory compliance and guidelines.
- Ensure adherence to internal policies and audit requirements.
- Review call monitoring results and remediation plans.
- Act as escalation point for regulatory complaints and high-risk cases.
Customer Experience (CX) & Service Excellence
- Drive CX initiatives for high-emotion journeys.
- Implement Voice of Customer (VOC) analysis.
- Oversee complaint management and root cause resolution.
- Improve digital self-help adoption to reduce avoidable contacts.
People Leadership & Talent Development
- Lead and develop Team Leads and Supervisors.
- Drive engagement, retention, and succession planning.
- Oversee coaching frameworks and QA alignment.
- Manage attrition, shrinkage, absenteeism, and workforce morale.
- Foster a culture of accountability and service ownership.
Change Management:
- Lead system migration initiatives and operational transitions.
- Oversee near-shoring projects.
- Implement workflow redesign and automation.
- Drive continuous improvement using data analytics.
Job Specification
Relevant Work Experience
- 10 years of Contact Centre experience and at least 5 years of managing a team in a customer service and contact centre environment.
- Strong Banking and Sales background and knowledge in Cash Management Products and services.
- Contact Centre Management.
- Complaint Management.
