Customer Experience Leader

Performability Recruitment (Pty) Ltd; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading CX provider in Durban seeks a dynamic Operations Manager to oversee operational performance and lead a team of KT Coaches. The role requires a strong focus on achieving KPIs, enhancing client relationships, and developing a high-performing culture. Ideal candidates will have experience in contact centre management, excellent interpersonal skills, and a passion for coaching.

Responsibilities

• Achieve operational KPIs to meet contractual obligations.
• Manage client relationships at operational levels.
• Lead and develop KT Coaches to ensure exceptional service.
• Analyze employee satisfaction feedback for strategic planning.
• Identify areas for improvement based on results analysis.

Skills

Contact centre operational management

Leadership and team building

KPI management

Client relationship management

Coaching and development

Commercial awareness

Organizational skills

Presentation skills

Tools

MS Office

Job description

Overview

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client's customer service needs.

The purpose this role is to deliver all operational and commercial performance metrics across your business stream through the management of KT Coaches, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective culture.

Responsibilities

• Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements, and customer satisfaction targets
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
• Lead, develop, motivate, and coach KT Coaches enabling them to lead and manage their Advisors to deliver a superior level of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
• Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Create and maintain a strong performance driven working environment
• Communicate effectively with your team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KT reports
• Objective setting to achieve delivery of Client strategic vision
• Objective setting to achieve delivery of KT contractual and internal KPIs and financial targets
• Analysis of reports and decision making in relation to performance management and disciplinary issues
• Responsibility for delivery of your business streams Revenue ,Gross Margin targets and performance
• Responsibility for identifying revenue generation

Qualifications

Professional Experience

• Contact centre operational management and strategic planning experience
• Effective leadership through team building , development, and a strong coaching culture
• Highly focussed and driven
• Great ability to coach the coach
• KPI management and proven track record of achievement
• Ability to create dynamic and highly performing teams
• Commercial awareness and financial management
• Thorough understanding of resource optimisation and delivery
• Excellent client relationship management
• Experience within an operations role and managing varying team sizes
• Excellent written, verbal and presentation skills
• Act with integrity at all times when representing our business and its people
• Ambassador for KT values and brand Preferred
• Solutions orientated
• Endless enthusiasm with determination to overachieve on set targets

Technical Experience

• Excellent written, numeracy, verbal and presentation skills
• Highly proficient in MS Office applications