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What does a day in the life of a head of contact centre entail?
My job is to ensure the execution of call centres metrics and performance targets. I ensure the alignment of call centre strategy with the organisation's key success factors, ensure the accuracy of resourcing and capacity management and meet other divisions to streamline operations.
How did you get into this career?
I started my career as a call centre agent and worked my way up.
What's challenging about the job?
You are essentially responsible for an entity that is the face of the organisation and a first point of contact. As such there is an enormous responsibility to represent the brand and values of the organisation, through the service(s) you offer.
What do you enjoy the most about it?
I interact with various people from within and outside Liberty Life and I influence strategy and shape the future direction of the company.
What type of person will make a success of this position?
An individual that is driven and wants to continuously improve.
What subjects do you need to pass in high school to be able to study towards this career?
English is a definite must and Afrikaans and any other vernacular language would be advantageous.
What does one study at tertiary level to be able to get into this career?
Virtually any background. I have a BA (Political Science and Sociology) background. In order to further my career at this level I am studying towards a business diploma at Wits Business School.
What growth prospects are there for this career?
The contact centre industry is a growing concern in South Africa and the world over. The core skills are transferable and exportable. Opportunities for agents are therefore well established. An individual at a senior or executive level can specialise in call centre operations and consult to emerging entities or they could go into a generalist operations expert.
What career opportunities exist within customer service industry?
There are outbound as well as inbound contact centres; sales and service contact centres where the call centre is essentially a distribution channel. There are also catch and dispatch arenas.
What is the entry level monthly salary for this career?
Entry level R6500; intermediate level R10000; senior level R15000 or up to R60000 in a sales environment where commissions and or incentives are involved.