Customer Experience Leader

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

Job summary

An established industry player is seeking a dynamic leader to drive operational success in a thriving contact center environment. This role focuses on managing performance metrics and fostering a motivated team culture. You will be responsible for achieving KPIs, enhancing client relationships, and implementing strategic plans to boost employee engagement and satisfaction. With a commitment to excellence and a passion for coaching, you will help shape a high-performing workforce dedicated to delivering exceptional service. Join this innovative firm and make a significant impact on its operational success.

Qualifications

• Experience in contact center operational management and strategic planning.
• Proven track record in KPI management and team performance.

Responsibilities

• Achieve operational KPIs and ensure high client satisfaction.
• Lead and develop KT Coaches to deliver superior service.

Skills

Leadership

Coaching

KPI Management

Client Relationship Management

Team Building

Commercial Awareness

Analytical Skills

Tools

MS Office

Job description

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 of 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.

Key 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.

Key Requirements

Professional Experience:

• Contact centre operational management and strategic planning experience.
• Effective leadership through team building, development, and a strong coaching culture.
• Highly focused 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-oriented.
• Endless enthusiasm with determination to overachieve on set targets.

Technical Experience:

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