Customer Service Experience Manager - Century City, South Africa - Ares SA

Ares SA

Verified Company

Century City, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Key Responsibilities

Create an environment for optimal performance
Ensure a performancedriven, participative culture
Create enthusiasm and drive engagement through reward and recognition
Onboard and train new joiners
Grow and develop talent
Lead team meetings and give presentations to executives.
Develop and deliver customer service team strategy, goals and key performance metrics
Evaluate and effectively manage customer service team resources, including preparing and planning work schedules to ensure sufficient coverage and monitoring and managing staff attendance, adherence and occupancy
Collect and analyse customer service team performance data and trends, offering insights to the business
Timely and accurate submission and presentation of weekly, monthly & quarterly operational data
Provide input and support, monitor performance and take relevant actions needed to achieve required Service Level Agreement (SLA)
Drive the digitization of the services environment and the delivery of automation and solutions to reduce agent and client effort and enhance customer experience.
Partnering with other client teams and stakeholders to ensure effective customer service delivery
Create a culture of innovation and continuous improvement by identifying opportunities that add value to the customer and the business
Provide input pertaining to appropriate support tools and systems.

Key attributes and competencies

An entrepreneurial and strategic approach
Planning, prioritising, organising and resource management
Results driven with a commitment to excellence
A focus on quality and customer service
Decisive and actionoriented
Analytically review data and customer service centre statistics
An ability to problemsolve and deal with complex issues
Management/leadership qualities
Professional, positive
Ability to work under pressure
Resilient, adaptable and responsive to change
Motivating, developing and performance management
Selfmotivated, selfstarter
Excellent interpersonal skills including coaching
Collaborative, build relationship and work well with all people to achieve objectives
Strong written and verbal communication skills, good at presenting and communicating

Key requirements and qualifications

Matric with Mathematics and English (1st language)
Bachelor's degree
Highly proficient with Microsoft Office (especially Excel)
Lean Six Sigma training and qualification (advantageous)
Zendesk and/or Freshdesk exposure (advantageous)
Extensive customer services experience
A proven track record of 34 years of management experience in a customer service centre environment with a minimum of 2 years experience in managing Team leaders
Knowledge of and experience in contact centre performance metrics, reporting, technology, tools and best practice methodologies.
Own transport
Strong analytical or data interpretation skills
Good understanding of customer journey mapping
Crosssectional influence abilities
The formalization, structure, timetable, KPIs, and deliverables of projects
Experience in a retail environment
Project management experience a nonnegotiable