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Head: Customer Service Centre

3 months ago

Johannesburg, Gauteng, South Africa THE SKILLS MINE (PTY) LTD Full time

Requirements:

  • A minimum of 5 years of experience in leading largescale customer contact centres/operational centres/call centres with inbound capabilities
  • Proven track record of effectively managing and leading diverse teams, particularly in highpressure environments, with a focus on nurturing talent and driving performance
  • Strong analytical capability and a demonstrated track record of having collaborated closely with data and technology teams to resolve service issues at source
  • Strong understanding of the South African workforce, cultural dynamics, and customer expectations to tailor service strategies accordingly
  • A strong commitment to operational efficiency and the ability to optimise resources and processes to meet service levels
  • Experience in incubating and scaling solutions across customer service functions, driving continuous improvement

Responsibilities:

  • Foster a culture of "customerfirst" amongst CSC teams
  • Oversee the operational aspects of the CSC to ensure efficient and effective service delivery
  • Create a continuous stream of feedback loops using customer cases, customer behavioural data, telephony data and CSC staff insights to characterise customer pain points
  • Collaborate closely with the social media management function, the infield function, payment operations and card operations to ensure proper handoffs of customer cases
  • Work closely with the innovation and product teams to incubate newly developed solutions and services within the CSC