Contact Centre Operations Manager

About the role

The Contact Centre Operations Manager at Mr Price Money is responsible for inspiring high-performing teams, delivering exceptional customer experiences, achieving sales and service targets and ensuring compliance within a regulated environment. The role covers Credit, Insurance and Mobile operations.

Key responsibilities

• Lead and develop teams by building 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 met.
• Champion quality, compliance and risk management, ensuring adherence to FICA, FAIS/FSCA, POPIA and internal policies.
• Partner with 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 so the right resources are available to meet customer demand and service level commitments.

Required profile

• 5 to 7 years of contact centre operations experience, including at least 5 years in a senior leadership role.
• Experience leading large sales and service teams in 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.

Required skills

• 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.