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    Senior Manager: Omni Channel

    Remuneration:cost-to-company 
    Location:Johannesburg
    Job level:Senior
    Type:Permanent
    Company:THE SKILLS MINE

    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
                            • Analyse customer feedback to identify pain points and opportunities for service enhancement


                            Requirements

                              • Change Management
                              • Customer Experience (CX)
                              • Digital
                              • Management
                              • Quality Assurance
                              • Six Sigma
                              • Stakeholder Management


                            Posted on 05 Sep 10:47, Closing date 5 Oct

                            The Skills Mine
                            Connecting highly talented individuals with organisations that recognise the power of talent to optimise business effectiveness.
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