Contact Centre Operations Manager Mr Price Money

This role is responsible for inspiring high-performing teams, delivering exceptional customer experiences, achieving sales and service targets, and ensuring compliance within a regulated environment.

• Lead

• and develop teams by creating a
• high-performance culture focused on engagement, accountability, coaching
• and growth.

• Drive

• operational performance across Credit,
• Insurance and Mobile, ensuring sales, service and productivity targets are
• achieved.

• Champion

• quality, compliance and risk management , ensuring adherence
• to FICA, FAIS/FSCA, POPIA and internal policies.

• Partner

• with key stakeholders across Operations,
• Product, Technology, Analytics and Training to deliver business
• initiatives and continuous improvement.

• Improve

• customer outcomes through customer
• insights, complaints analysis, process enhancements and service excellence
• initiatives.

• Oversee

• workforce planning to ensure the right
• resources are available to meet customer demand and service level
• commitments.

• 5–7

• years' contact centre operations experience, with at least 5 years in a
• senior leadership role.

• Experience

• leading large sales and service teams within Credit, Insurance, Mobile or
• Telecommunications environments.

• Insurance

sales operations experience is advantageous.

• Relevant

• tertiary qualification; Financial Services or Insurance-related
• certifications are beneficial.

• RE

certification would be advantageous.

• Strong

• understanding of contact centre operations, workforce management,
• performance optimisation and coaching.

• Knowledge

• of FICA, FAIS/FSCA, POPIA, Treating Customers Fairly (TCF) principles and
• operational risk management.

• Passion

• for developing people, driving results and delivering exceptional customer
• experiences.