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Customer Experience Leader

1 week ago

Cape Town, Western Cape, South Africa TeleTech Holdings, Inc. Full time
Job Description

At TeleTech Holdings, Inc., we're all about delivering exceptional customer experiences. As a Senior Operations Manager in Cape Town, you'll be part of our team that creates and delivers amazing customer experiences while promoting a performance-driven culture.

About the Role:

  • You'll have responsibility for the operational direction and financial performance of the business.
  • You'll manage, inspire, and motivate junior managers to ensure operational excellence, service improvement, and process refinement is realized.
  • You'll report to the Operations Director and will act as a leader who encourages and motivates your team to resolve issues, accomplish goals, and influence their career mobility.

Your Key Accountabilities:

  • Supporting the Senior Operations Director in defining the Operational strategy to ensure the long-term development and success of the business.
  • Direct management and development of the junior management team.
  • Development of the operational talent pool by optimizing the skills of the existing team via effective succession planning.
  • Continuous identification and implementation of operational best practices and proactive solutions.
  • Supporting the introduction of new business, ensuring long-term success and maximum revenue generation.
  • Contributing to the operational elements for new bids and new services.
  • Accountability for the operational performance of the Client Area(s) and exceeding targets of all required metrics and Key Performance Indicators.

What We're Looking For:

  • A minimum of 5 years call center management or equivalent work experience, ideally in a BPO.
  • Experience across all multi-customer service channels: voice, email, chat, social media.
  • Ability to promote a performance-driven culture.
  • Engagement and support of your team to ensure they have the proper tools and systems for day-to-day tasks.
  • Mentoring and inspiring others consistently.
  • Customer-focused mindset.
  • Ability to understand, interpret, and manipulate data for reporting.
  • Good process and change management experience.
  • Strong people and client leadership and stakeholder management skills.