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Senior Client Success Leader

3 weeks ago

Umhlanga, KwaZulu-Natal, South Africa Ignition CX Full time
Client Engagement and Operational Leadership

As a General Manager of Operations at Ignition CX, you will be responsible for delivering exceptional client experiences while leading high-performing teams. Your primary focus will be on ensuring that all client KPIs and SLAs are met through effective day-to-day operation of the contact centre.

Key Responsibilities Include:
• Overseeing the day-to-day client operations of the contact centre to ensure seamless delivery of services
• Managing and mentoring teams of agents, team leaders, and campaign managers to achieve high performance standards
• Continuously analyzing performance metrics to identify areas for improvement and implementing measures to drive continuous improvement
• Collaborating with support departments to enhance operational delivery and resolve escalated issues

To Achieve Success In This Role, You Will Need:
• A proven track record in a similar senior operational role in operations in a GBS or BPO
• Strong leadership and influence management skills
• General business analysis skills and the ability to work effectively with senior and executive level employees
• A proactive strategic approach to problem-solving

Requirements:
• Matric, tertiary education preferred
• 5+ years' experience in a similar senior operational role in operations in a GBS or BPO
• Strong influence management skills
• General business analysis skills
• Proactive strategic thinker
• Client focused with tenacity to resolve issues and conflict
• Stakeholder, service, and solution orientated with high problem-solving capacity
• Ability to develop and review company policies and standard operating procedures