Customer Service Experience Manager

3 weeks ago

Century City, South Africa Ares SA Full time

**Key Responsibilities**
- Create an environment for optimal performance
- Ensure a performance-driven, 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 action-oriented
- Analytically review data and customer service centre statistics
- An ability to problem-solve 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
- Self-motivated, self-starter
- 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 3-4 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
- Cross-sectional influence abilities
- The formalization, structure, timetable, KPIs, and deliverables of projects
- Experience in a retail environment
- Project management experience a non-negotiable

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