Customer Experience Manager - Durban, South Africa - Job Tool Kit

Job Tool Kit
Job Tool Kit
Verified Company
Durban, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description
Skills and experience required

  • National Senior Certificate/Matric required.
  • Technology or marketing degree required.
  • Financial Services experience essential.
  • 10 years of leadership experience in an outbound and Inbound contact centre
  • Experience in managing the profitability (revenue and cost) of scale campaigns as
well as stakeholder management experience

  • Excellent verbal and written communication skills
  • Influencing, coaching and problemsolving skills
  • Time management and planning skills
  • Data analysis and reporting
  • Attention to detail and the ability to prioritise work effectivelyKey responsibilities
  • Creating a highperformance culture where team members thrive on delivering consistently strong performance to our customers and identify and implement improvements to maximise campaign potential.
  • Frequent client and stakeholder engagement and the role holder will need to communicate effectively around performance and the improvement agenda.
  • Interpreting data and using trends and patterns to optimise operational and financial opportunity across the campaign.
  • Ensuring SLAs are met and satisfaction targets are achieved and improvement opportunities optimised.
  • Delivering on all client and GTC agreed targets.
  • Creating and maintaining a highperformance culture where all team members feel included.
  • Coaching and mentoring the team to continually improve and optimise performance delivery.
  • Strong planning to ensure that team resources meet client contractual requirements and are optimised.
  • Creating strategies that optimise opportunity and team productivity.
  • Sampling work outputs produced by the team taking corrective action to address shortcomings and deliver on improvement opportunities.
  • Work effectively in a highpressure environment and ability to manage conflicting priorities.
  • Analyse material performance data, creating reporting and commentary to share with internal and external stakeholders.
  • Work with peers to share best practices and available resources.
Office hours
08:00 and 17:00

  • There will be occasions where the incumbent would need to work overtime
Salary is Market related
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