Manager: Customer Experience Centre Enablement – Centurion – Permanent
Admin and Office Management ~ Human Resources / Recruitment
Centurion – Gauteng
Manager: Customer Experience Centre Enablement – Centurion – Permanent
Salary: up to R1,028,791.00pa (Based on Experience)
Purpose of the role:
Reporting to the Senior Manager: Customer Experience Centre, the successful incumbent is accountable for the planning, organising, monitoring and enablement of activities related to the customer experience centre
Minimum Requirements and Experience:
- Bachelor’s Degree/ Advanced Diploma in:
- Customer Service/ Customer Management related qualification.
- Postgraduate in:
- Customer Service/ Customer Management related qualification will be an added advantage.
- Relevant 6 – 8 years’ experience in:
- Customer Experience and/or Call Centre of which 2 years must have been on a management/ supervisory level.
- Strong understanding of operations.
- Knowledge of PFMA.
- Persons with disabilities (PWD) are encouraged to apply.
Key Performance Areas:
Customer Experience Enablement
- Manage the day-to-day customer experience centre operations and customer interaction including efficiency in operating communication channels.
- Manage daily running of the customer experience enablement function by liaising with colleagues in the department to gather information and resolve issues.
- Participate in the monitoring of random calls to improve quality, minimize errors and track operative performance.
- Liaise with the business units for continuous customer experience centre enablement support.
- Participate in customer surveys, staff development and training process.
Workforce Planning
- Develop customer experience centre workforce plan in line with the department’s requirements.
- Develop and manage customer data to improve the department’s operations, including optimisation of work schedules, identification of critical positions and reassignment of workers.
- Develop the operational workforce plan to assess the number and type of human capital required aligned to staffing plan and budget.
Policy Review and Implementation
- Contribute to the development and implementation of departmental policies, procedures and processes.
- Keep up to date with effective policy and practice execution strategies.
Quality Assurance
- Ensure compliance to quality requirements in all the processes.
- Develop and manage customer interactions through call monitoring and logging systems.
- Maintain and develop internal support and customer centre quality standards.
- Develop and manage call monitoring formats and quality standards.
- Provide recommendations for improvement to call flow, QA Guidelines and training.
Customer Analytics
- Manage the research team to carry out design and roll out research to check customer and market insights to support business case developments, products design and customer journey workings.
- Manage research design, analysis and the presentation of data to uncover unique actionable insights about customer behavior, technology & financial implications.
- Develop and maintain insightful hypothesis and identify methods to leverage The Company’s large internal data sets to validate hypothesis and work with proprietary data.
- Manage the data mining procedures for customer segmentation, customer value analytics and promotion results.
- Develop and monitor customer usage patterns/ metrics to advise opportunities for new products, services or opportunities for new revenue lines & user experiences.
- Create, implement, and distribute ad-hoc surveys based on internal stakeholder objectives.
- Manage the development metrics/ dashboards/ reports to identify trends and track the impact of key initiatives.
Operational Customer Experience Centre Coaching
- Manage the development of procedures regarding operations techniques and appropriate agent conduct.
- Train employees on new or updated customer experience centre procedures to improve their performance.
- Monitor customer experience centre daily operations to identify any areas of improvement.
- Ensure employees keep up their productivity and maintain high levels of customer satisfaction.
Reporting
- Prepare regulation reports as and when required to provide progress, updates, make recommendations to inform management decisions.
- Develop functional reporting systems, for management, projects or performance reporting.
- Prepare proposals, briefings, presentations, reports, and other documentation and provide management information both verbally and in writting.
Stakeholder Management
- Facilitate and manage communication with relevant internal and external stakeholders and progressively manage the relationships.
- Manage relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.
- Communicate with all levels of stakeholder contact.
- Represent the Fund in relevant external activities and events.
People Management
- Ensure the sourcing, development and retention of a high-performance team.
- Manage staff in the department to ensure that they achieve their objectives in line with the strategic objectives of The Company.
- Manage the implementation of human capital processes and procedures to control/ regulate workplace conflict and/or institute corrective measures and consultation processes to address deviations from standards.
- Ensure capacity development of staff and identify appropriate developmental opportunities.
- Manage performance of staff, mentor and couch staff.
NB: Should you not be contacted within 2 weeks of your application, please consider it as unsuccessful.
