| Date | 2025-01-24 |
|---|---|
| Job Title | Customer Experience Lead / Operations Manager |
| Employer | IntelliStaff More Information |
| Salary | 0 |
| Category | Trade Artisans Technical |
| Location |
Kwazulu Natal / Durban |
Job Summary
Key
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 Kwazulu-Natal, Durban. This job position was posted by IntelliStaff. The job has been posted as a char8000 ad on 2025-01-24 at 21:03:14 in the Trade Artisans Technical category
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