Customer Experience Leader

Job Details: **Job Title: Customer Experience Leader (Customer Service Campaign)** **Location: Mount Edgecombe, South Africa** Kura are looking for an experienced **Customer Experience Leader **to join our team in Mount Edgecombe As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, a well-developed recognition programme, and loyalty awards for tenure. Our unique approach to coaching and learning has been designed in line with our vision to be Unrivalled in Developing People, and we work with every person in our business to provide opportunities that meet their personal needs and objectives. We value diversity in our business and unite our people under our shared values: Vulnerability: We bring our true selves to work. Curiosity: We ask questions. Learning We seek feedback. Courage: We call it out in the moment. Accountability: We know it's always down to us. Our values determine how we work together and reach our goal of helping people #CrossTheBridge-that is, go from focusing on the "things and stuff" of business to People and Behaviours. We believe that by developing our people, we know they'll reach their goals. Kura: It's about people **Salary**: R30 000 - R40 000 per month + medical insurance Role details: **PURPOSE OF JOB** To deliver all operational and commercial performance metrics across your business stream through the management of Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective culture. **KEY RESPONSIBILITIES** - Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets - Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction - Lead, develop, motivate and coach Team Managers enabling them to lead and manage their Advisors to deliver a superior level of service. - Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment - Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements - Create and maintain a strong performance driven working environment - Communicate effectively with your team to create and maintain a motivated and challenged workforce - Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA reports - Compile commission reports **Requirements**: **EDUCATION AND QUALIFICATIONS** - Essential - Excellent written, numeracy, verbal and presentation skills **SKILLS, KNOWLEDGE AND CAPABILITY** **Essential** - Contact centre operational management and strategic planning experience - Effective leadership through team building, development and a strong coaching culture - Highly focussed and driven - Great ability to coach the coach - KPI management and proven track record of achievement - Ability to create dynamic and highly performing teams - Commercial awareness and financial management - Thorough understanding of resource optimisation and delivery - Excellent client relationship management - Experience within an operations role and managing varying team sizes - Excellent written, verbal and presentation skills - Act with integrity at all times when representing our business and its people - Ambassador for KURA values and brand Preferred - Solutions orientated - Endless enthusiasm with determination to over achieve on set targets Next steps: