OMNI CHANNEL CUSTOMER SERVICE CENTRE MANAGER – LETSHEGO

VACANCY

Job Profile: OMNI Channel Customer Service Centre Manager

1.Main Purpose (Why does the role exist)
The Omni-Channel Customer Service Centre Manager is responsible for overseeing the operations of a customer service center that supports multiple channels, including phone, email, chat, social media, and other digital platforms. This role involves managing a team of customer service representatives, developing and implementing strategies to optimize customer satisfaction, and ensuring efficient and effective customer interactions across all channels.

 

2.Critical Deliverables/Core Accountabilities and Responsibilities

2.1.Team Management:
•Lead and manage a team of customer service representatives, providing guidance, support, and performance feedback.
•Foster a positive and collaborative work environment, promoting teamwork and continuous improvement
•Conduct regular training and development sessions to enhance the team’s skills and knowledge.
2.2.Omni-Channel Strategy:
•Develop and implementan omni-channel customer service strategy that aligns with the organization’s goals and objectives.
•Identify and leverage appropriate technologies and tools to streamline customer interactions and enhance service delivery across channels.
•Ensure consistent service quality and brand messaging across all customer touchpoints.
2.3.Customer Experience Enhancement:
•Monitor customer interactions and feedback across various channels to identify areas for improvement and implement
necessary changes.
•Analyze customer data and trends to identify opportunities for enhancing the overall customer experience.
•Collaborate with cross-functional teams, such as Marketing and Product Development, to implement customer-centric initiatives.
2.4.Performance Metrics and Reporting:
•Define and track key performance indicators (KPIs) related to customer service center operations.
•Prepare regular reports on customer service metrics, including response time, customer satisfaction scores, and first-contact resolution rates.
•Use data-driven insights to identify areas of improvement and implement strategies to meet or exceed performance targets.
2.5.Stakeholder Management:
•Collaborate with other departments, such as Sales, Operations, and IT, to ensure alignment and seamless integration of customer service processes.
•Liaise with external service providers and vendors to optimize service delivery and resolve any issues or escalations.

 

3.Complexity of the Role

3.1.Ability to manage multiple channels, utilize technology, understand diverse customer needs, lead a team, analyzing data, and collaborate with stakeholders to deliver exceptional customer service experiences.
3.2.Multi-cultural awareness and the ability to interact with a wide range of differing levels of staff.
4.Education, Knowledge and Experience
•Tertiary qualification; Business Administration, Customer Service, or a related field (or equivalent experience).
•5 years of working experience in a financial Institution with proven experience in managing a customer service centre or team, preferably in an omni-channel environment, with at least 2 years in a manager or leadership role.
•Understanding of operations policies and procedures.
•Customer Service Management

 

Skills

•Strong knowledge of customer service principles, practices, and industry trends.
•Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels.
•Analytical mindset, with the ability to gather and interpret customer data and make data-driven decisions.
•Proficiency in using customer service software, CRM systems, and other relevant tools.
•Strong leadership abilities, with the capability to motivate and inspire a team towards achieving performance goals.
•Computer literate in excel, word power point.

Remuneration: A competitive remuneration package will offered to the suitable candidate
Interested applicants should forward their Curriculum Vitae to the provided email by indicating the position they are applying for on the subject of the email: Ref: OMNI Channel Customer Service Centre Manager