Head of Call Center at Club Concierge Africa

Job Overview

• The Head of Call Centre will be responsible for overseeing all aspects of our customer contact operations, ensuring efficient performance, high-quality service delivery, and exceptional guest satisfaction. 
• This leader will manage a multi-channel call centre operation (phone, email, chat, and social), build and lead high-performing teams, and drive continuous improvement in line with our brand promise.

Key Responsibilities
Leadership & Strategy:

• Develop and execute the call centre strategy aligned with the company’s customer experience goals.
• Lead, mentor, and inspire call centre managers, team leads, and agents across multiple shifts and potentially multiple geographies.

Operational Management:

• Ensure optimal staffing, scheduling, and resource allocation to meet SLAs and seasonal demand.
• Oversee daily operations including inbound/outbound calls, booking assistance, issue resolution, and customer escalations.

Customer Experience:

• Monitor and enhance the quality of service interactions across all channels.
• Analyze customer feedback and service metrics to drive continuous improvement.

Technology & Tools:

• Collaborate with IT and CX teams to ensure the call centre is leveraging best-in-class CRM, telephony, and automation tools.
• Lead the implementation of process improvements and new technologies to streamline operations.

Reporting & Analytics:

• Track KPIs (e.g. CSAT, NPS, First Call Resolution, AHT) and report on performance to senior leadership.
• Use data insights to optimize operations and enhance guest satisfaction.

Requirements

• Proven experience (10+ years) managing large-scale call centre operations, ideally in the travel, hospitality, or service industry.
• Strong leadership skills with a track record of building high-performing, customer-centric teams.
• Excellent understanding of contact centre technologies, workforce management tools, and customer service platforms.
• Ability to manage performance through data, KPIs, and quality metrics.
• Experience in crisis or incident management (e.g. handling high volumes during flight disruptions, natural disasters, etc.)
• Exceptional communication, problem-solving, and stakeholder management skills.

Preferred Qualifications:

• Experience with global operations or managing outsourced call centres.
• Familiarity with systems like Zendesk, Salesforce, Genesys, or similar.
• Multilingual capability is a plus.