The Role

• Team Management. • Leading the RSA operations team, overseeing recovery operators and suppliers. • Managing team dynamics through planning and performance evaluations, to ensure that all recovery operators are trained and have proper knowledge. • Optimizing work schedules and resource allocation for efficient response times. • Enforcing employee policies and ensuring appropriate attendance and behavior. • Evaluating and improving efficiencies in scheduling and resource plans. • Providing strong leadership, fostering a positive work environment, and supporting employee development. • Conducting ongoing coaching, monitoring, and evaluating the RSA operations team. • Managing training needs, developing programs and recruitment processes. • Promoting teamwork and a positive work culture within the RSA operations department. • Leading and motivating a large team in a time-sensitive and demanding environment. • Monitoring RSA partner’s digital behavior and providing guidance and support. • Hiring new partners as required for business expansion. • Defining partners KPI’s per market. • Setting up reminders for contract renewals. • Conducting mystery shopping with current providers and potential ones.

Requirements

• Proficient in technical document creation and interpretation, with a deep understanding of the Call Centre environment and technology fundamentals. • Skilled in developing and implementing business strategies, including scheduling, forecasting and workforce planning. • Experienced in designing and implementing performance evaluation programs and metrics. • Proven track record in building and maintaining strong Customer/Partner relationships. • Strong leadership skills, effective problem-solving and operations management expertise. • Excellent verbal and written communication skills, coupled with financial acumen and efficient decision-making. • Demonstrates strong time management abilities.

About the company
We are the regions leading provider of innovative motorist support solutions that contribute to positive vehicle ownership experiences. Our services help to create unforgettable customer experiences which in turn forge strong connections and relationships between Consumer and Brand

• Team Management. • Leading the RSA operations team, overseeing recovery operators and suppliers. • Managing team dynamics through planning and performance evaluations, to ensure that all recovery operators are trained and have proper knowledge. • Optimizing work schedules and resource allocation for efficient response times. • Enforcing employee policies and ensuring appropriate attendance and behavior. • Evaluating and improving efficiencies in scheduling and resource plans. • Providing strong leadership, fostering a positive work environment, and supporting employee development. • Conducting ongoing coaching, monitoring, and evaluating the RSA operations team. • Managing training needs, developing programs and recruitment processes. • Promoting teamwork and a positive work culture within the RSA operations department. • Leading and motivating a large team in a time-sensitive and demanding environment. • Monitoring RSA partner’s digital behavior and providing guidance and support. • Hiring new partners as required for business expansion. • Defining partners KPI’s per market. • Setting up reminders for contract renewals. • Conducting mystery shopping with current providers and potential ones