Customer Services Strategy Execute and communicate functional strategy and projects to the Customer Service teams Actively participate with the implementation and monitoring of strategic and departmental projects Research, benchmark and design contact centre best practises and trends to ensure alignment with industry standards and best practise Drive recruitment strategy and resource models in line with departmental strategy or projects Operational Management Plan and set operational objectives that are realistic, accurate, and achievable within the department. Communicate plans clearly to all relevant stakeholders. Develop and monitor Contact Centre and Multimedia KPIs to ensure targets are met and remain relevant and ensure timeous submission to the People Support Department. Investigate performance deviations, implement corrective actions, and communicate improvements. Standardise Contact Centre benchmarks and targets in alignment with industry best practices. Drive efficiency and effectiveness, ensuring month-on-month improvement in departmental results. Work collaboratively with the Workforce Management team and provide input and sign off on forecasts and schedules. Conduct all Contact Centre administrative duties, ensuring compliance with policies and procedures. Prepare and submit payroll documentation for approval. Compile and present Contact Centre performance and other reports to senior management as required. Attend and participate in internal and external stakeholder meetings and maintain effective stakeholder relationships. Business Process Management Ensure all SLAs and compliance standards within the Contact Centre are met. Manage inbound and outbound Customer Service queue strategies efficiently. Meet performance scorecard targets by ensuring operational excellence. Analyse business processes, identify inefficiencies, and implement corrective actions. Develop business cases and requirement specifications to support system enhancements and functional improvements. Participate in User Acceptance Testing (UAT) for new system implementations. Ensure adherence to policies, procedures, and regulatory requirements. Monitor, implement, and update Standard Operating Procedures (SOPs). Collaborate with other Department Managers to standardise processes across the business. Conduct annual audits of training materials and manuals. Workflow Management Define reporting requirements (Business Intelligence -BI and other) to support KPI and SLA objectives. Analyse data and trends, taking timely and appropriate action. Provide insights and feedback based on BI reporting information. Ensure QA reporting requirements align with customer service objectives. Monitor workforce management (WFM) reports and ensure adherence to schedules. Provide feedback to the Department Head on workflow issues and take corrective action. Financial Management Oversee cost management within the Contact Centre. Ensure company assets are safeguarded to minimize loss or damage. Contribute to budget planning and management. Management of people Demonstrate and uphold company values and leadership behaviours. Provide effective leadership to build a cohesive, high-performing team. Foster a culture of customer service excellence, performance, and accountability. Conduct regular team meetings to enhance communication, teamwork, motivation, and productivity. Mentor and coach employees, supporting career growth and development plans. Assess and develop team members to ensure smooth daily operations. Maintain a structured department with the necessary skills and capacity to meet business objectives. Develop and implement succession planning for Team Leaders and employees. Conduct regular performance reviews and provide structured feedback. Experience 6-8 years’ experience in Contact Centre Department Manager role Solid understanding of contact centre processes, technology and tools Successful track record in managing large scale contact cent