[Hiring] Head: Call Centre Performance & Optimisation @Work Africa

Role Description

The core focus of the role is to drive overall performance, efficiency, quality and growth of the Student Enrolments function. Total no. of sub-ordinates – 70. The role combines commercial sales leadership, data-driven performance management, operational discipline, process optimisation, technology adoption and people leadership to consistently achieve agreed enrolment, conversion, productivity and quality objectives.

Qualifications

• 5 years managerial experience in data driven environment
• Proven track record in a high pressure and diverse target driven environment
• Track record of management experience
• Strong understanding of sales strategies, metrics, and performance management
• Demonstrated experience using data and reporting to identify performance issues and implement corrective action
• Experience in process optimisation, operational improvement and/or technology adoption would be advantageous
• Experience working with CRM, telephony, BI, automation or related operational technology
• Proficiency in Microsoft Office Suites, particularly Excel and PowerPoint
• Proficiency in CRM systems
• Ability to interpret dashboards, reports and performance data confidently
• Comfortable working with technology and adopting new digital tools
• Understanding of automation, AI and workflow technologies and their potential application within a sales/contact-centre environment would be advantageous

Requirements

• Analyse leads volume and quality data
• Monitor the overall performance of the Enrolments environment
• Oversee the effective implementation and utilisation of CRM, telephony, BI, automation, AI and other technology platforms
• Identify opportunities to automate manual processes
• Ensure that operational processes are scalable, repeatable and consistently applied
• Monitor and evaluate conversion rates, and productivity
• Monitor and manage enrolments performance
• Identify the root causes of performance issues
• Challenge assumptions and existing practices where data indicates that alternative approaches may produce better results
• Provide recommendations on product positioning and market opportunities
• Monitor and analyse enrolment performance metrics
• Ensure enrolments team are effectively using tools and systems to track and manage their activities
• Set clear individual, team, management and departmental performance expectations in collaboration with leadership
• Provide ongoing coaching and support to enrolment team
• Conduct regular performance reviews and provide feedback
• Prepare and present performance reports to senior management
• Ensure that new systems, processes and technologies are effectively adopted

Benefits

• Salary – Market related
• Undertakings – Criminal & Credit check