Senior Manager : Omni Channel (Contact Centre)

THE SKILLS MINE; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading skills development company is seeking a Senior Contact Centre Manager in Johannesburg to implement a comprehensive contact centre strategy. Candidates should have over 10 years of experience in Financial Services Contact Centre management, with strong capabilities in digital transformation and leadership. The ideal candidate will oversee operations and ensure high customer satisfaction across various touchpoints. Strong knowledge of customer service metrics and relevant qualifications are essential.

Qualifications

• 10+ years’ experience in Financial Services Contact Centre management.
• At least 5 years in a mid-to-senior leadership role.
• FAIS / RE qualification will be advantageous.

Responsibilities

• Implement and shape the contact centre strategy.
• Champion digital transformation initiatives.
• Set long-term goals, KPIs, and SLAs.
• Oversee day-to-day operations across customer touchpoints.

Skills

Customer service metrics knowledge

Contact Centre management

Leadership

Education

Relevant Bachelor’s Degree

Tools

Genesys Cloud

Job description

Requirements

• A relevant Bachelor’s Degree in Business Management, Operations Management, or any relevant field (e.g., Customer Experience, Industrial Psychology, or Data / Information Systems).
• 10+ years’ experience in Financial Services Contact Centre management, with at least 5 years in a mid-to-senior leadership role.
• Strong knowledge of customer service metrics, tools, and technologies (Genesys Cloud experience advantageous).
• FAIS / RE qualification will be advantageous.

Responsibilities

• Implement and shape the contact centre strategy to support business growth, customer experience and customer transformation
• Champion digital transformation and omni-channel integration initiatives
• Set long-term goals, KPIs, and SLAs to ensure continuous service improvement and customer satisfaction
• Oversee day-to-day operations across all customer touchpoints
• Manage workforce planning, forecasting, and scheduling for peak performance
• Ensure optimal use of contact centre technologies, CRM systems, and AI / chatbot platforms
• Maintain compliance with industry standards, data protection regulations, and internal policies
• Drive improvements in CSAT, NPS, FCR, interaction ratios and other key performance indicators
• Monitor quality assurance programs across all channels
• Analyze customer feedback to identify pain points and opportunities for service enhancement