DJT Corporation & Investments - Head - Contact Center

- Reporting to the business head.

- Would be responsible for the overall Operations of the contact centre.

- Manage the day to day performance of the Contact Centre Operations to deliver a best in class service.

- Sets standards and guidelines for customer interactions.

- Implements and reviews policies and operating structure of the contact centre.

- Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.

- Responsible for the recruitment, training, induction and coaching strategy across the contact centre.

- Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

- Deliver cost efficiencies and increased in customer number scores