Customer Experience Manager (Call Centre) Mr Price Money at Mr Price Group

Job Description

• The Customer Experience Manager is responsible for leading the customer service strategy across the business, ensuring exceptional service delivery and a seamless customer experience. This includes managing contact centre operations, driving performance against KPIs, and overseeing processes related to fraud prevention, reporting, automation, and workforce management.

Responsibilities

• Lead and manage inbound contact centre operations to meet service level targets and customer satisfaction goals.
• Develop and maintain reporting frameworks to monitor performance and identify improvement opportunities.
• Continuously review and enhance operational processes to improve efficiency and service quality.
• Ensure budget compliance and resource availability to support service delivery.
• Implement strategies to improve productivity, profitability, and customer experience.
• Monitor call queues and ensure optimal workforce management.
• Resolve customer service issues and identify trends to inform strategic decisions.
• Communicate performance insights and updates to internal stakeholders and external partners.
• Collaborate with Marketing to align customer service with brand strategy.
• Ensure compliance with service policies, SLAs, and regulatory requirements (e.g., CPA, POPIA).
• Support recruitment, training, and development of a high-performing, engaged team.
• Partner with HR to manage performance and conduct issues effectively.
• Promote company values and foster a culture of continuous learning and improvement.

Qualifications

• Matric / Grade 12
• Diploma in a relevant field 
• Minimum of 5 years in a leadership role within a customer care call centre
• Proficient in Microsoft Office (Intermediate level)
• Experience with call centre systems, FreshDesk or ZenDesk (advantage) 

Knowledge & Competencies:

• Understanding of basic labour laws and disciplinary procedures
• Familiarity with financial and regulatory frameworks, including CPA, POPIA, and NCA
• Strong leadership, communication, and interpersonal skills.
• Proven ability in change management, strategic planning, and conflict resolution
• Experience in stakeholder management and workforce planning.
• Proficiency in analysing data, documenting processes, and driving operational excellence.