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
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
- 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
- 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
- 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
