Were looking for an experienced Operations Manager Customer Experience to lead a dynamic call centre team, ensuring top-tier performance and customer satisfaction. This role is responsible for driving operational excellence, meeting key performance metrics, and fostering a culture of continuous improvement. Key Responsibilities Performance & Operations Management: Ensure all KPIs are met or exceeded, including customer satisfaction, compliance, and service delivery. Client Relationship Management: Maintain strong relationships with clients at an operational level to ensure high satisfaction and service excellence. Team Leadership & Development: Lead, motivate, and coach team leaders to create high-performing teams that deliver exceptional customer service. Employee Engagement: Collaborate with HR to boost engagement, minimize attrition, and build a positive and rewarding work environment. Continuous Improvement: Analyze performance data to identify areas for enhancement and implement strategic improvements. Communication & Reporting: Provide regular business updates and performance reports to internal stakeholders and clients. Decision-Making & Strategy Align business objectives with client expectations and strategic goals. Make data-driven decisions to enhance performance, productivity, and team effectiveness. Oversee performance management and handle disciplinary matters where necessary. Stakeholder Engagement External: Work closely with operational clients and support functions. Internal: Collaborate with teams across operations, client engagement, people & culture, and business innovation. Financial & Managerial Accountability Manage revenue, gross margin targets, and financial performance for the business unit. Identify opportunities for revenue growth and operational efficiencies. Lead and develop team leaders to ensure a high-performing workforce. What You Need to Succeed Qualifications & Skills Essential: Strong leadership experience in a contact centre operations role. Proven ability to coach and develop leaders to drive performance. A track record of meeting and exceeding KPIs in a fast-paced environment. Strong commercial acumen with experience managing budgets and revenue targets. Excellent client relationship management skills. Proficiency in Microsoft Office (Excel, PowerPoint, Word). Strong communication and presentation skills. Preferred: Strategic thinker with a solutions-oriented mindset. Passion for delivering exceptional customer experiences. Enthusiastic, goal-driven, and highly motivated to exceed targets.

Ops Manager / Customer Expereince Leader position available in eThekwini, Durban. This job position was posted by . The job has been posted on 2025-04-02 in the Customer Service Support category

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