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Customer Experience Leader

2 weeks ago

Durban, KwaZulu-Natal, South Africa Mindmatch Consulting Full time
Role Description

Mindmatch Consulting is a fast-paced and dynamic organisation that delivers cutting-edge solutions to businesses. As a key member of our leadership team, you will play a critical role in driving the success of our contact centre operations. Your primary responsibility will be to lead and manage a team of high-performing professionals who deliver exceptional customer experiences and drive business growth.

Main Objectives

Your key objectives will include:
  • Overseeing the day-to-day operations of the contact centre to ensure efficient and effective delivery of services
  • Managing and mentoring teams of agents, team leaders, and campaign managers to drive high-performance and achieve business objectives
  • Implementing processes to drive continuous improvement, analysing performance metrics, and collaborating with support departments to enhance operational delivery
  • Ensuring consistent and positive customer experiences for clients, maintaining service quality, and adapting metrics to meet client expectations

Requirements

To succeed in this role, you will need:
  • Proven experience in a similar role in operations in a GBS or BPO environment
  • Strong leadership and management skills, with the ability to motivate and inspire teams
  • Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders and clients
  • Able to work effectively in a fast-paced environment, prioritising tasks and managing multiple projects simultaneously