To manage the performance and development of staff in the Contact Centre.

To develop a credible employee value proposition to maximize employee satisfaction and support retention.

Implementation of the Contact Centre HR operations in respect to Contact Centre staff recruitment, training, and discipline.

Perform periodic quality checks and implement strategies to ensure performance improvement and relevance to the ever-changing customer needs.

To implement appropriate strategies for customer acquisition, retention, and loyalty

To promote and enforce strategic change to realize both the Contact Centre and Business objectives.

To investigate, research and maximize technology to give state of the art customer service.

Streamlining of the functional structure, implementation of effective workload forecasting & shift scheduling for optimal utilization of available resources.

To conduct impact analysis and report on delivered learning and development initiatives undertaken.

To plan and monitor implementation of the Contact Centre operational activities and annual Budgets.

To submit Management and Board reports as required

To manage relationships and nurture synergies with the supporting business units

To facilitate the planning of the Contact Centre Strategies and annual Budgets

Improve Operational Efficiencies (resource utilization & Technology utilization)

Monitor implementation of the workplace health and safety practices.