Customer Service Operations Manager

2 weeks ago


Cape Town, Western Cape, South Africa Telebest Full time

We are seeking a seasoned Customer Service Team Lead to support the continuous development and improvement of our customer services operations at Telebest.

The ideal candidate will have a proven track record in customer service, with experience in team lead capacity in a Group Call Centre, Customer Interfacing, or Customer Support Centre function.

Key responsibilities will include ensuring compliance with relevant regulations, supporting financial objectives, and providing cost estimates and budget inputs.

The successful candidate will also be responsible for preparing performance reports, identifying complaint trends, reputational risk issues, and opportunities, and supporting the development of an operational talent pool.

In addition, the successful candidate will contribute to the enablement of culture and employee communications, and participate in regular compliance and audit checks to measure performance against targets.

We are looking for a skilled and experienced professional who can effectively collaborate with other role players in the team to maintain and improve customer services operations.

Requirements:

  • Experience: 2+ years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role
  • Education: Degree in Consumer behaviour, Communications, Business, or equivalent
  • Skills: Knowledge of Customer Contact or Call Centre practices within the FMCG, retail sector

Responsibilities:

  • Support the development and improvement of customer services operations
  • Ensure compliance with relevant regulations
  • Support financial objectives and provide cost estimates and budget inputs
  • Prepare performance reports and identify complaint trends, reputational risk issues, and opportunities
  • Contribute to the enablement of culture and employee communications
  • Participate in regular compliance and audit checks to measure performance against targets

Key Performance Indicators (KPIs):

  • Compliance with relevant regulations
  • Financial objectives and cost estimates
  • Performance reports and complaint trends
  • Reputational risk issues and opportunities
  • Culture and employee communications
  • Compliance and audit checks


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