Posted on: 28 July 2024
ID 920179

Systems & Efficiency Manager

Job Ref #: FH-480

Industry: Fintech

Job Type: Permanent

Salary: Market Related

Description:

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.
  • Youve 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
Requirements:

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 advantagous
  • Demonstrated experience with working with Freshworks, 1Stream and/or CallBI is highly advantagous
  • 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
Occupation:
IT, computing jobs


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