Strategic Operations Lead

3 days ago

Johannesburg, Gauteng, South Africa Cre8work Full time
About Cre8work

At Cre8work, we're a dynamic team that thrives on innovation and excellence. Our mission is to deliver top-notch customer experiences, and we're looking for a skilled leader to help us achieve this goal.

Job Summary

We're seeking an experienced Strategic Operations Lead - Customer Service & Sales to oversee the day-to-day operations of our sales and service contact center. As a key member of our team, you'll be responsible for ensuring exceptional customer service delivery, efficient handling of sales inquiries, and effective coordination with internal departments to meet business objectives.

Key Responsibilities
  • Leadership & Management:
    • Lead, coach, and motivate a team of sales and customer service representatives to optimize their performance and ensure they meet KPIs.
    • Monitor team performance and implement training programs to improve product knowledge and customer interaction skills.
  • Sales Support:
    • Manage inbound and outbound sales inquiries, ensuring timely responses and high conversion rates.
    • Work closely with the sales team to identify opportunities to upsell and cross-sell products, driving revenue growth and customer satisfaction.
    • Monitor sales performance metrics and generate reports for senior management to inform data-driven decisions.
  • Customer Service:
    • Ensure a high-quality customer experience by resolving escalated issues and monitoring customer satisfaction levels, driving loyalty and retention.
    • Implement best practices to handle complaints and improve resolution times, reducing customer churn.
    • Develop and maintain a comprehensive understanding of customer needs and pain points to inform product or service improvements.
  • Operational Efficiency:
    • Optimize the use of technology and CRM systems to enhance customer interactions, improving efficiency and productivity.
    • Develop call scripts and workflows to streamline processes and reduce handling times.
    • Analyze data to identify trends and implement solutions to improve processes, driving continuous improvement.
  • Collaboration:
    • Coordinate with manufacturing, logistics, and sales departments to ensure seamless service delivery and meet business objectives.
    • Act as a liaison between the contact center and other internal stakeholders, facilitating communication and collaboration.
    • Communicate customer feedback to relevant teams for product or service improvements, driving innovation and growth.
    Requirements
    • Bachelor's degree in Business, Marketing, or a related field (preferred).
    • A minimum of 5+ years of experience in a contact center or customer service role, with at least 2 years in a leadership/managerial capacity.
    • Proficiency in CRM software and contact center technology, with experience in Salesforce, Sage Evolution, Mitel/CCMWeb, and Call Cabinet/Atomos.
    • Strong data analysis and reporting skills, with the ability to generate insights and inform strategic decisions.
    • Exceptional leadership and team management skills, with the ability to motivate and develop a high-performing team.
    • Strong problem-solving and decision-making abilities, with the ability to adapt to changing priorities and deadlines.
    What We Offer
    • An estimated salary range of $80,000 - $120,000 per year, depending on experience.
    • A competitive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
    • Opportunities for professional growth and development, with a focus on continuous learning and improvement.
    • A dynamic and supportive work environment, with a focus on teamwork and collaboration.

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