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Ops Manager / Customer Expereince Leader

Job Placements
Durban Full-day Full-time

Description:

Were looking for an experienced Operations Manager Customer Experience to lead a dynamic call centre team, ensuring top-tier performance and customer satisfaction. This role is responsible for driving operational excellence, meeting key performance metrics, and fostering a culture of continuous improvement.

Key Responsibilities

Performance & Operations Management: Ensure all KPIs are met or exceeded, including customer satisfaction, compliance, and service delivery.

Client Relationship Management: Maintain strong relationships with clients at an operational level to ensure high satisfaction and service excellence.

Team Leadership & Development: Lead, motivate, and coach team leaders to create high-performing teams that deliver exceptional customer service.

Employee Engagement: Collaborate with HR to boost engagement, minimize attrition, and build a positive and rewarding work environment.

Continuous Improvement: Analyze performance data to identify areas for enhancement and implement strategic improvements.

Communication & Reporting: Provide regular business updates and performance reports to internal stakeholders and clients.

Decision-Making & Strategy

Align business objectives with client expectations and strategic goals.

Make data-driven decisions to enhance performance, productivity, and team effectiveness.

Oversee performance management and handle disciplinary matters where necessary.

Stakeholder Engagement


01 Apr 2025;   from: gumtree.co.za

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