Head of Contact Center Operations | Leading Financial Institution | Jerusalem

Company Description

Octally Integration, a subsidiary of the multinational Lamed Group, delivers exceptional IT services and software solutions catering to both Israeli and global markets. With over 200 highly skilled professionals, we specialize in software, integration, hardware, operations, and business process analysis. Headquartered across three service centers in Petach-Tikva, Haifa, and Beer-Sheva, Octally boasts extensive expertise in complex projects across diverse domains. Our clientele includes major banks, leading telecom firms, government agencies, and high-tech companies, offering tailored solutions to meet unique business needs.

Role Description

A leading financial institution is seeking a Head of Contact Center Operations to lead and manage customer service, sales, and collections contact centers.

Qualifications

• Overall management of customer service, sales, and collections contact centers while meeting service, sales, and collections targets.
• Lead and manage contact center teams, including team leaders, representatives, and supporting staff.
• Responsibility for customer experience, service quality, response times, and compliance with banking and regulatory standards.
• Build, implement, and monitor work processes, procedures, and management routines within the contact center.
• Manage and lead proactive sales activities and sales generated during service interactions, including building incentive structures and motivating employees.
• Analyze data, reports, and performance metrics (KPIs), identify gaps, and lead continuous improvement initiatives.
• Lead change management, innovation, and digital transformation initiatives within the contact center operations.
• Lead training processes, mentoring, and daily briefings to strengthen professional knowledge among employees and managers.
• Responsible for budget management, resources, and efficiency improvement processes.

• Academic degree – required.
• At least 3 years of experience managing service and/or sales contact centers – required.
• Experience managing managers – an advantage.
• Experience in financial organizations – a significant advantage.
• Experience in sales environments, consumer credit, deposits, and collections – an advantage.
• Familiarity with banking operational processes and banking regulations – an advantage.
• Experience leading change management and digital transformation processes – an advantage.

This position is open to both women and men.