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General Manager of Client Success

2 weeks ago

Umhlanga, KwaZulu-Natal, South Africa Ignition CX Full time

Job Overview

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We are a leading provider of customer experience solutions, looking for an experienced General Manager of Operations to lead our International Clients' operations in Durban.

The successful candidate will be responsible for ensuring that all client KPIs and SLAs are met, managing and mentoring teams of agents, team leaders, and campaign managers, continuously analysing performance metrics to identify areas for improvement, collaborating with support departments, and leading business reviews.

This is an exciting opportunity for a proactive strategic thinker who can create a positive and motivating work environment, promoting teamwork and professional growth.

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Key Responsibilities

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  1. Client Engagement: Ensure a consistent and positive Client experience, Maintain service quality by aligning customer service strategies with the company's global vision, Adapt certain metrics to the specific needs and expectations of relevant Clients.
  2. Operational Leadership and Management: Provide guidance, coaching, and mentorship to enhance direct reports' performance and professional development, Set relevant targets and KPIs for the contact centre team, Monitor individual and team performance to ensure targets are met or exceeded, Create a high-performance culture within the contact centre by motivating the team to achieve and exceed objectives, Conduct regular performance reviews, provide feedback, and address training needs to enhance the contact centre team's capabilities, Develop and execute incentive programs to drive a continuous high-performance environment.
  3. Risk and Compliance: Mitigate risks associated with contact centre operations, such as regulatory compliance and legal issues, Ensure regulatory compliance and adherence to company policies and guidelines.
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Requirements

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  • Ability to develop and nurture improved performance across customer service and operations.
  • Strong influence management skills.
  • General business analysis skills.
  • Proactive strategic thinker.
  • Client-focused with tenacity to resolve issues and conflict.
  • Stakeholder, service, and solution-oriented with high problem-solving capacity.
  • Ability to develop and review company policies and standard operating procedures.
  • Ability to work effectively with senior and executive-level employees.
  • Ability to read and interpret financial information.
  • Matric, Tertiary education preferred, 5+ years' experience in a similar Senior Operational role in operations in a GBS or BPO.