US Market Leadership Role

3 days ago


Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

Isilumko Staffing (JHB) is seeking a seasoned Customer Experience Leader to spearhead our US Contact Centre operations. This pivotal role requires a deep understanding of US culture and involves night shift work to align with US business hours.

Key Responsibilities:

  • Lead and manage a team of contact center agents, ensuring quality customer interactions and service standards.
  • Oversee team performance, providing training, coaching, and support to achieve KPIs.
  • Drive effective resolution of customer inquiries, focusing on a high level of customer satisfaction.
  • Collaborate with cross-functional teams to enhance processes and customer experience.
  • Monitor team metrics, identify trends, and develop strategies to improve efficiency.

Requirements:

  • Minimum 5 years of contact center experience, with at least 2 years in a supervisory role.
  • Knowledge of US culture and familiarity with US customer service expectations.
  • Strong communication and leadership skills.
  • Ability to work night shifts and adapt to a dynamic work environment.

This exciting opportunity comes with a competitive salary range of R1,200,000 - R1,800,000 per annum, commensurate with experience. Join Isilumko Staffing (JHB) in delivering exceptional service for our US clientele.



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