Contact Centre Executive

SUMMARY:
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POSITION INFO:

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:

• Relevant tertiary qualification or equivalent experience essential.
• Proven track record in revenue (10+ years) and revenue management (3+ years).
• A deep understanding of the SA tech industry, specifically within the Contact Center, Cloud Communications, and Customer Experience (CX) sectors.
• Demonstrated experience in CCaaS (Contact Center as a Service) revenue, including a strong technical and commercial understanding of CCaaS platforms and their value to enterprise clients.
• Experience in leading specialist revenue teams and driving national revenue initiatives.
• Strong general business acumen including:
• Business Development
• Customer relationship management
• Commercial

ATTRIBUTES:

• Digital Proficiency. Demonstrated ability to master and utilize revenue enablement tools (CRM, forecasting), Google Workspace apps (Docs, Sheets, Slides, etc.), and have a comprehensive understanding of technical landscape (CCaaS/Cloud and other).
• Self-motivated, energetic, optimistic and confident. Possesses the intrinsic motivation, energy, and confidence to proactively pursue targets, overcome setbacks, and maintain a positive outlook.
• Exceptional interpersonal skills. Ability to build and maintain trust-based relationships with customers, partners, and internal stakeholders at all levels.
• Excellent communication skills. Ability to articulate complex concepts clearly and persuasively, both verbally and in writing, to diverse audiences.
• Presentation Skills. Presence & Public Speaking. Deliver high-impact presentations and pitches to varied audiences, effectively conveying value and generating excitement.
• Negotiation skills. Proven ability to negotiate complex commercial terms to achieve mutually beneficial outcomes and close high-value enterprise deals.
• Impeccable integrity. Consistently adhere to high ethical standards in all business dealings, fostering trust with customers and colleagues.
• Team player. Contribute positively to a collaborative environment, sharing knowledge and working effectively across regional and national teams to achieve collective goals.
• Analytical Mindset: Capacity to interpret revenue performance data, forecasts, and reports to identify trends, diagnose issues, and make data-driven decisions.
• Change Leadership. Skill in guiding teams through new initiatives, technology shifts, and process improvements inherent in a dynamic tech environment.
• Take ownership of results and commitments, ensuring follow-through on all delegated tasks.

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