Description:
To shape the future of the operation by ensuring the delivery of an efficient and effective client experience through the delivery of consistently high quality service delivery to customers *Monitor the successful delivery of operational targets according to client agreements* Review performance metrics and address service issues with relevant managers Monitor service levels, customer experience, quality, compliance measures on a and address inconsistencies Devise and monitor the implementation of effective communication structures Motivate and manage performance of Head of Ops / Senior Ops Managers Review monthly forecasts and plans Review quarterly reports with Head of Ops / Senior Ops Managers and address areas of improvement Ensure service levels are aligned to customer SLA *Manage the growth and development of the client portfolio* Identify opportunities and engage with clients Monitor new technologies and practices Assist in developing solutions for potential new clients. Responsible of end to end customer contact processes Approve best practice and continuous improvement plans and make recommendations based upon the employee and customer insight. Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies. *Manage the client relationships* Enhance the quality of customer interactions, quality assurance, compliance, regulation and legal obligations Deliver cost efficiencies and increase in Customer Satisfaction Scores. Manage the client relationship Engage with clients on identified opportunities Contract management *Financial Management* Approve the final forecast and analyse annual budget figures Review and evaluate rolling forecasts for 12 months *Skills and Competencies* Planning and Organisational Skills Strong and adaptable communication skills Leadership skills Business Analysis Financial management Strategic thinking with the ability to conceptualize Coaching Skills Relationship Management Adaptability / Resilience Initiative / creative thinker Innovative Effective conflict management skills *Experience, Knowledge and Qualifications* Tertiary qualification in Sales / Marketing Sound knowledge of CRM system 10 years’ experience working at a senior level leading a service driven contact centre 3 years’ experience in managing and developing budgets and financial forecasts 5 years’ experience managing a large outsourced contact centre operation PMO experience essential Transitions Experience essential Insurance and Financial Services Advantageous *Experience, Knowledge and Qualifications* Tertiary qualification in Sales / Marketing Sound knowledge of CRM system 10 years’ experience working at a senior level leading a service driven contact centre 3 years’ experience in managing and developing budgets and financial forecasts 5 years’ experience managing a large outsou
15 May 2022;
from:
gumtree.co.za