Customer Operations Manager

Our client is rapidly growing organisation seeking a Customer Operations Manager to join their team on a full time permanent basis. The role will require you to work rotating shift patterns of 7.5 hours a day between the times of 7.30am -6pm. During their peak season (March-Aug) you may be required to work 1 in 3 Saturdays dependant on customer demand.

About the role: Key areas of responsibility:

• Operational Performance:
• Work with the Customer Operational Teams in South Africa, Reading and remote to drive performance of all KPIs, including service levels, customer satisfaction, trade sales and customer retention, whilst identifying risks and opportunities to drive continuous improvement.
• Manage data collection for updating operational metrics to achieve productivity targets, reduce cost per contact, eliminate errors, and deliver excellent customer service.
• Develop reporting processes, dashboards and presentations to fulfil senior leadership reporting needs.
• Answer agent questions regarding best practices or difficult queries.
• Monitoring and managing CS and business performance on social media and review sites.
• People Performance:
• Manage a team of Customer Service agents, Admin agents, Social Media agents, language market agents and Trade agents and ensure they understand and comply with all contact centre objectives, performance standards, processes and policies.
• Monitor and evaluate agent performance, providing learning or coaching opportunities through 121s and in the moment coaching. Identify potential within the Customer Service team and work with agents to develop the leaders of the future.
• Conduct relevant HR meetings including investigations, disciplinaries, appeals, PIPs and PDPs.
• Manage the Customer Service Recruitment Process including Interviews, Training and Training materials, Onboarding, Probation and Development.

• Strategic Projects:
• Support the Head of Customer Operations on strategic and tactical projects (e.g development of new operational channels, system optimisation) ensuring all impact to customers and agents is understood, to ensure all opportunity is maximised and any risks mitigated.
• Lead on cross functional projects and ensure the Customer and Customer Services are fully represented in decisions and direction

Key experience you'll have:

• Experience in managing contact centre teams (i.e sales team / customer service or outsource vendor) essential.
• Strong leadership and performance management skills with a proven ability of performance optimisation.
• Experience in B2B customer service and Trade would be an advantage
• Ability to coach, train, and motivate employees and evaluate their performance
• Experience in driving a culture of continuous improvement
• Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office and applications such as Google Docs
• Experience with WFM Software and CRM Systems

About you (key attributes required)

• The ability to remain patient, positive and calm during stressful situations
• Exceptional verbal and written communication skills
• Customer oriented, genuinely passionate about our customers
• Proactive and with excellent problem-solving skills
• Motivated, innovative with a positive attitude to change