Head of Operations (SA) - Century City- R45, 000-R50, 000 per month Neg

Head of Operations (SA) - Century City- R45, 000-R50, 000 per month Neg

Looking for an ambitious, motivational leader to join our multi-channel, multi-site Customer Service with specific responsibility for leading Operations in South Africa. A self-starter and must have experience in understanding Contact Centre SLAs and breaking-down top-line numbers into key performance goals for direct reports and their staff. 5/7 working week, no set hours – expectation that the successful candidate will be flexible to the business needs.

Requirements:

6 years of Mid to Senior Management experience in a Contact Center or Customer Service Environment

Excellent influencing skills and the ability to shape agenda with key stakeholders within the business

An analytic mindset with a desire to get behind the numbers to understand trends.

Ability to role model great service skills and handle escalated situations with ease and professionalism

A passion for coaching and developing employees

Must have a flexible schedule as this is a 24/7 operation

Highly Advantageous Qualifications & Experience:

Knowledge of Project Management Principles

Degree in a business-related discipline

Knowledge of Customer Service Contact Systems including live person and Cisco

Familiarity with online and offline payment fraud, payment industry trends, risk analysis, third party verification, and risk management solutions

Key Responsibilities:

Work closely with the Head of Global Operations and the SLT to deliver on the 6 strategic objectives of the Customer Operations Director; covering Recruitment, Retention, Resolution, Expert staff, Handle Rate, and Continuous Improvement

Use data from agent KPIs to show that new staff hires in SA meet the standards set by the management team, feeding back any findings into the recruitment process and ensuring that the probationary period is being used to effectively manage low performing staff out of the business (Recruitment)

Use the call and chat Customer Survey reports to drill down on the SA team’s performance and identify trends in call drivers and product knowledge, working with your Team Leaders and the Performance Improvement team to coach agents to achieve the resolution target of 75% (Resolution)

Use your passion for great service and your ability to motivate and inspire people to develop a culture of customer-centricity amongst your staff that raises the CSat score above 4 (Resolution)

Focus your direct reports on managing the workflow of their team using the Real-Time Adherence and the call and chat dashboards to ensure remote and office working staff are on time and present for work, are in the correct ready states, and are not struggling with their contacts (Handle Rate)

Use daily reports to monitor your team’s performance against the SLA highlighting any issues with handle rates to determine whether resourcing, staff conduct, or floor management issue exists, report your findings to your line manager and work with your peer group in the other locations to ensure that cover is balanced between the sites (Handle Rate)

Work with your team to create a caliber of staff who are experts within their Tier level, ensuring that training issues are being addressed and that coaching and 121s are being captured in the appropriate templates in line with best practices set out by the Performance Improvement Manager (Expert)

Familiarize yourself with the Performance Management and Misconduct processes of the company, working to ensure that the onsite HR is using these processes in line with local legislation to advise your teams and that poor performance and behavior are being managed correctly (Expert)

Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivating direct reports to optimize performance (Expert)

Understand the roles of the CS Product Managers and Process Improvement team and work with them and the SLT to find ways to reduce your staff’s effort in carrying out their roles by improving our technology and the way we work (Continuous Improvement)

Lead by example by learning the intricacies of our business and understanding our customer journeys, using this knowledge to provide evidence for isolating customer pain points and feeding this back into the business (continuous Improvement)

Role model great service and handle escalated situations with ease and professionalism, looking for win-win outcomes with customers (Retention)

Manage and oversee all aspects of site administrative issues and facilities, e.g., employee payroll, office supplier relationships, equipment purchase, disaster recovery, building insurance, etc.

All other appropriate tasks as assigned by the line manager

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