Head of Call Center
Posted Updated 7
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Description
Job Purpose
The Head of Call Centre leads the Call Centre function, ensuring every call, enquiry, testimony and complaint is received, logged and routed promptly and professionally. The role owns team performance, service quality, escalations, reporting, and the systems the Call Centre runs on, and is the main first point of contact between Harvesters and its members, visitors and partners.
Key Responsibilities:
Leadership & Operations
- Set the Call Centre's strategy, procedures and service standards.
- Coordinate with departments, campuses and ministries the Call Centre serves.
Team Management
- Lead, coach and develop Call Centre Agents; set performance expectations.
- Monitor attendance, productivity and service quality; run performance reviews.
- Support recruitment, onboarding and training; manage conflicts with HR.
Customer Experience & Quality
- Ensure every caller gets a professional, empathetic, timely response.
- Receive and route testimonies and ministry-specific enquiries to the right team for follow-up.
- Run quality assurance on calls and monitor customer satisfaction.
- Track and close out unresolved enquiries.
Performance & Reporting
- Define and track KPIs: answer rate, response/handling time, first-contact resolution, satisfaction, escalation volume, service-level achievement.
- Prepare periodic reports with actionable insights for management.
Escalation & Systems
- Be the escalation point for complex or sensitive issues; ensure timely resolution.
- Oversee CRM, telephony and ticketing systems; work with IT to fix and improve them.
- Identify opportunities for automation and self-service.
Continuous Improvement
- Review processes, scripts and workflows regularly.
Requirements
- Bachelor's degree in Business, Management, Communications or a related field.
- 5 years' experience in call/contact center or customer experience roles, including at least 2 years in a leadership or supervisory capacity.
- Experience with CRM/contact-centre systems, KPIs, quality assurance and escalations.
- Certification in Customer Experience or Contact Centre Management is an advantage
Benefits
- 13th Month Pay
- Pension
- Leave Allowance
- HMO
- Staff Loan
- Training and Development