The Head of Customer Operations (CO) will be responsible for the development, implementation & ongoing execution of the company’s Customer Service operations in South Africa, including Customer Services, Collections, and Fraud Operations. This role requires the continual development of subject matter and industry expertise as well as the ability to lead a customer service team that helps the company to remain a brand leader in the markets it supports.
• Oversees the Contact Centre / Customer Operations which handles all inbound, outbound, verbal, written and online contacts.
• Sets goals to achieve overall Customer Service Centre objectives and provide daily, weekly, monthly updates on departmental performance.
• Provides direction & guidance to assure compliance regarding policies, procedures & training for CS.
• Resolves escalated customer issues quickly, effectively, and diplomatically.
• Coordinates all product launch CS activity including communication of changes for their area.
• Builds a world class leadership team, including selection & development of talented personnel.
• Maintains a continuous learning environment for employee skill development and to maintain high quality performance levels.
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees. Sets job expectations, planning, monitoring, appraising, reviewing job contributions and enforcing policies and procedures. Plans and reviews compensation and incentive structures.
• Designs and implements a customer automation strategy including self-service, virtual assistance, and voice recognition.
• Improves customer service quality results by studying, evaluating & re-designing processes. Establishes & communicates service metrics; monitors & analyzes results; implements changes.
• Builds the culture, processes, and tools to drive a remarkable customer experience. Creates a culture of innovation and accountability for customer outcomes.
• Sets strategy for CS while executing the Contact Centre strategies for CS, Collections and Fraud Operations.
Required Skills:
• Ability to be flexible and work with and respond to change quickly in a 24/7 environment.
• Minimum of 10 years experience in Customer Service, ideally in a regulated environment and working with large scale service providers and Call Centre’s.
• Minimum of at least 3 – 5 years as Functional Head in Managed inbound & outbound technical call center environment providing support in areas such as ecommerce, financial services or payment processing.
• Managed Live Chat, Email & Post written customer correspondence.
• Managed at multiple agent sites (at least 3 with at least 100 agents per site) with multilingual requirements.
• Conducting business process reviews, recommending enhancements, and delivering measurable business results in a fast-track environment
• Must have excellent communication, leadership, management development, team building, and organizational skills.
• Must possess an understanding of technologies related to core networking and have experience working with large scale ISP’s and Enterprise customers.
• Must be able to travel up to 30% of time.