Head of Customer Operations
ManpowerGroup South Africa
Cape Town Southern Suburbs, Western Cape, ZA
6d ago
source : Careers24

Your Responsibilities : â Take full ownership of Service Provisioning and Support teams and report daily metrics to CEO as part of the Senior Management team.

â Ensure the right team structures, processes and target KPIs are in place and continually review and fine-tune them to ensure bOnline is well positioned to provide the highest customer satisfaction levels and NPS.

â Maintain an obsessive focus on KPIs / Analytics, automation of manual processes and migrating customers to self-care (customer portal) options.

Requires close collaboration with Business Analysis and Development teams.â Monitor all team metrics obsessively, set clear KPI targets and meet with each team leaders daily to ensure all teams are on top of their daily Churn Prevention Metrics with actions agreed daily to resolve backlogs and alerts.

â Coach and motivate Team Leaders to get them to perform at their full potential with effective support, guidance and coaching.

â Create an energetic buzzing work environment with a passion for delivering outstanding customer service through outstanding NPS and Customer Reviews leading to high customer referrals.

â Promote a transparent, metrics-driven culture with a strong work ethic and values while creating also a energised and fun environment.

â Develop future Team Leaders internally by focusing on hiring the right people and creating the right structure and environment to develop them.

â Work closely with HR to improve current recruitment, onboarding and coaching and also to ensure compliance with company policies and procedures and for all other HR matters.

â Participate in development Sprint meetings to ensure all operations feature requests and bugs are prioritised to maximise customer satisfaction.

Desired skills and character traits : â Solid leadership and management abilitiesâ Strong analytical and problem solving skillsâ Excellent written and verbal communication skillsâ Energetic, dynamic and quick thinkingâ Business or Engineering related degree or equivalentâ At least 2 - 3 years of similar leadership position managing teams.

â Comfortable with technology and Data Analyticsâ Ability to multitask, prioritise and manage stressful situationsPerks of Being Part of The Team : â Centrally located Claremont office with great transport links and shopsâ Amazing Jura coffee machine supplied with fresh beans and a private balcony with a Weber for impromptu lunch-braaisâ Newly renovated office with conference space, canteen and large outdoor chill area facing Table Mountainâ Work with cutting edge technology and Telecoms / VoIPinnovationsâ Partially subsidised parkingâ Casual working environmentâ Medical Insuranceâ Remuneration will depend on the candidate's qualifications and potential.

Please note only shortlisted candidates will be contacted

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