Contact Centre Executive

ENVIRONMENT:

A leading Cloud Solutions company is on the hunt for a dynamic CCaaS Executive to Develop and maintain a deep understanding of the group’s business, products and services, value proposition and market positioning, with specific expertise in the CCaaS and broader CX technology landscape.

DUTIES:

Revenue acquisition and retention:

• Develop and maintain a deep understanding of the group’s business, products and services, value proposition and market positioning, with specific expertise in the CCaaS and broader CX technology landscape.
• Understand the regional market to ensure strategic and tactical insight into the competitive and opportunity landscape.
• Develop and execute a revenue strategy for the CCaaS portfolio in collaboration with the CCaaS Specialist Team and National Head of Sales.
• Develop tactical revenue plans with the regional team and drive the implementation and achievement of these plans through to the accomplishment of individual and regional targets.
• Contribute to the UCaaS revenue strategy and execution
• Leadership of the national CCaaS Specialisation and Regional Revenue Team to retain and grow revenue and achieve targets as agreed upon from time to time.
• Supporting the successful resolution of escalated matters relating to revenue acquisition and retention.
• Ensuring the achievement of CCaaS and Western Cape regional revenue targets.
• Ensure reporting in the area of responsibility is timely, accurate and provides the required insights.
• Reviewing and facilitating the approval of commission reports prior to payment.
• Managing the revenue retention responsibility between the Business Development team and Customer Experience teams.

Leadership & Development:

• Participating as a member of the National Revenue Leadership Team and the Regional Leadership Team to ensure the company’s objectives are furthered.
• Developing and maintaining key relationships with: ? Customers and potential new customers to support the acquisition and retention of business
• Cross-functional relationships, ensuring efficient and effective interdepartmental relationships and delivery.
• Lead by example with confidence, passion and determination.
• Inspire, lead and manage the team (Regional & CCaaS Specialist Team): ? Participate in departmental planning and execution.
• Responsible for the day-to-day management of the revenue team ensuring service levels are met, e.g.: Recruitment, orientation and allocation of resources, Managing of performance levels including disciplinary and remedial management if required, Administration (contracts, leave, expense claims etc.)
• Career management of the team including Formal performance reviews, Personal training and development plans, Career

REQUIREMENTS:

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