Customer Experience Lead / Operations Manager
Posted on 2025-01-24
Job Summary
Responsibilities:
-Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements, and customer satisfaction targets -Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction -Lead, develop, motivate, and coach Coaches enabling them to lead and manage their Advisors to deliver a superior level of service. -Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment -Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements -Create and maintain a strong performance driven working environment -Communicate effectively with your team to create and maintain a motivated and challenged workforce -Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and reports Knowledge and Skills required: -Contact centre operational management and strategic planning experience -Effective leadership through team building, development, and a strong coaching culture -Highly focussed and driven -Great ability to coach the coach -KPI management and proven track record of achievement -Ability to create dynamic and highly performing teams -Commercial awareness and financial management -Thorough understanding of resource optimisation and delivery -Excellent client relationship management -Experience within an operations role and managing varying team sizes -Excellent written, verbal and presentation skills -Act with integrity at all times when representing our business and its people -Ambassador for values and brand Preferred -Solutions orientated -Endless enthusiasm with determination to overachieve on set targets Qualifications and Expereince: -Excellent written, numeracy, verbal and presentation skills -Highly proficient in MS Office applications
Customer Experience Lead / Operations Manager position available in eThekwini, Durban. This job position was posted by . The job has been posted on 2025-01-24 in the Management Exec Consulting category
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