RESPONSIBILITIES:
Responsible for the optimal leveraging of technology and software to improve call centre operations and customer interactions
Work with Product Managers and with support management to meet customer's evolving expectations in an omni-channel environment
Be the point person for service design and translating business strategies into customer service design.
Manage and lead the Quality-, L&D-, WFM-, teams and own delivery of subsequent reports and insights to operational teams enabling a culture of continuous improvement.
You've successfully integrated business and technical product segments to achieve objectives and service delivery targets
Be the subject matter expert on all support systems (1Stream, Freshworks, CallBI)
Own support systems as a product and be the key incumbent driving digital transformation of our support and services technology stack
Process owner for the Workforce Management of our Group Support and Services Centre
Build excellent relationships both internally and externally at all levels
Drive continuous improvement and create value by delivering excellent customer experience
Identify customer service trends and recommend improvements by staying up to date with the best practices in customer service globally
A key contributor to scheduling resources to meet customer service delivery requirements and service level agreements and assurance of adherence to schedule
MINIMUM REQUIREMENTS:
Matric Essential
3+ years' experience as a people manager
5+ years customer service, support or call centre experience (non-negotiable)
Comfortable working between multiple systems and multitasking in a fast-paced environment
Multi or Omnichannel environment experience is highly advantageous
Demonstrated experience with working with Freshworks, 1Stream and/or CallBI is highly advantageous
Some experience in Incident Management role will be to your advantage
Experience with BI Tools with the ability to learn new skills
Passion and genuine interest in consumer/market research as well as the insights that result from such analyses
Committed and highly collaborative individual who values the input of colleagues and involves others in important decision making. He/she must demonstrate an ability to lead with a vision establishing a healthy working culture in his/her team
Understand the emotion of the agent & customer and create processes that allow effectiveness across all channels
BUILD TEAM AND PEOPLE CAPABILITIES THROUGH:
Providing real-time, ongoing coaching and feedback to team members throughout the year
On-time completion of performance management activities including regular 1:1s and Bi-annual performance reviews through GPS
Supporting employee development including facilitation of career development conversations and crafting development plans for current and future needs
Taking action to hire and retain high-performers and address poor performance
Proactively manage change initiatives within the team including sufficient planning/ preparation and communication to minimise disruption and support employee adoption.
Role modelling the behaviours that support and drive the Flash culture and values
TECHNICAL SKILLS:
Strong Technical understanding of call centre related voice and non-voice support systems
Strong Knowledge of Freshdesk and/or other non-voice systems
Strong Knowledge of telephony systems such as 1Stream
Ability to create workflow patterns of Systems used for support
Testing of systems used by support
Ability to troubleshoot and solve problems through data analysis
BEHAVIOURAL SKILLS:
Have a solutions mindset and focus on problem solving.
Ability to build and foster a positive culture with open communication and feedback
Confidence and the ability to have a Holistic view
Problem solving and the ability to understand and collate management information
Strong customer service orientation
Very Strong Analytical skills
Ability to motivate and develop staff
Strong Leadership, teamwork and management skills
Focused and self-motivated approach to work
Help staff to work towards targets and develop their skills
Promote high standard of ethical, moral and professional conduct
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