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Customer Service Delivery Leader

1 week ago

Cape Town, Western Cape, South Africa Shoprite Group of Companies Full time

The Shoprite Group seeks a seasoned professional to lead the evolution of its Customer Contact Centre service delivery. As Customer Service Delivery Leader, you will provide managerial leadership and functional operational excellence, managing all aspects pertaining to the customer interfacing aspects of the centre.

You will motivate and develop the Customer Services delivery team, ensuring they consistently meet and exceed customer needs. This role requires direct contact with customers, surprising them with outstanding service by creating a best-in-class customer experience.

As a key member of the Senior Manager Contact Centre Operations team, you will manage Team Leads who ensure their Customer Service Agents are equipped with the right tools and development offerings to deliver customer service excellence.

This role is responsible for optimising service delivery to customers and aligning with the teams' goals within legislative requirements. A 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday, including public holidays) is required.

Key Responsibilities:
  • Manage operational customer interfacing aspects of the Customer Contact Centre
  • Motivate and develop the Customer Services delivery team
  • Create a best-in-class customer service experience