Senior Manager Contact Centre (omnichannel)
Job Description
Shape and implement omni-channel strategy - champion digital transformation.
Set KPI's/SLA's - drive service improvement and customer satisfaction.
Oversee daily operations, workforce planning, and tech utilisation.
Maintain compliance with industry/data standards.
Enhance CSAT, NPS, FCR - monitor QA - analyse feedback for service improvement.
Lead, coach, and develop a large team - drive engagement and retention.
Collaborate with IT/Product to optimise automation and analytics.
Manage budgets, forecasts, and cost efficiency.
Partner with internal stakeholders - report on performance and initiatives.
Matric / Grade 12
Tertiary qualification and FAIS /RE will be highly advantageous
Min 10years in Contact Centre management (familiar with Financial Services environment) coupled with 5years in a senior leadership role.
Proven leadership gained in omni-/multi-channel environments.
Expertise in customer service tools, e.g., AWS, Avaya, Zendesk, Genesys Cloud
More than 10 Years
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Job Detail
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Job IdJD1508748
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationJohannesburg, GP, ZA, South Africa
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EducationNot mentioned