Contact Centre Lead

SUMMARY:
Our client in the FMCG retail industry is looking for a Contact Centre lead. (6 months Fixed term contract)

The Contact Centre Lead is responsible for leading the daily operations of the contact centre (including walk ins, reception and showroom), ensuring service excellence and delivering a positive experience to both customers and consumers consistently. This role involves managing the contact centre team for high-performance, optimizing customer service processes, and aligning support efforts with broader business objectives.
The role will rotate between Fourways and Germiston office. Must have a valid drivers license.

POSITION INFO:
To lead and evolve the customer service function into a strategic, value-generating division that sets industry benchmarks in service excellence, operational efficiency, and customer satisfaction. This role is pivotal in transforming service operations into a profit centre while championing innovation, digital enablement, and cross-functional alignment.

KEY RESPONSIBILITIES: (6 months fixed term contract)

• Define and evolve customer service standards, objectives, and initiatives to align with corporate strategy.
• Lead and manage the daily operations of the contact centre to ensure efficient service delivery and high customer satisfaction. This includes supervising and supporting agents, providing training, and performance management.
• Act as the voice of the customer in executive forums, translating feedback into actionable insights for product and service enhancements.
• Collaborate cross-functionally with departments to align service delivery with broader business objectives.
• Champion the adoption of CRM platforms, AI-driven support tools, and self-service portals to enhance customer engagement and reduce service friction.
• Monitor KPIs such as first-call resolution, average handling time, and customer satisfaction scores, using insights to drive continuous improvement.
• Resolve complex, escalated service issues that require coordination across departments, ensuring timely and satisfactory outcomes.
• Ensure adherence to regulatory standards, warranty policies, and service-level agreements (SLAs).
• Implement quality assurance programs and audits to maintain high service standards.
• Manage resources and budgets to optimize operational efficiency and cost-effectiveness.
• Champion a service-led culture across the organization, influencing product, sales, and marketing teams.