Club Concierge Africa (CCA) is an African hospitality and travel group offering travel and tourism products. CCA offers its services through 4 brands, namely Concierge ResortJob 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.
