Digital Support Manager - Homechoice (Southern Suburbs (Cape)) at HomeChoice Holdings Limited

Description

• Homechoice is a leading South African homeware retailer. For almost 40 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.
• We are seeking a highly motivated and experienced Digital Support Manager to lead our dynamic digital support team. This role is operational in nature and requires a hands-on leader who can effectively manage both our telephonic support and digital chat channels (Facebook Messenger and WhatsApp). The ideal candidate will be responsible for ensuring exceptional customer service and driving sales through efficient team management, performance monitoring, and strategic process improvements. A strong focus on data analysis and reporting is essential, with weekly reporting on key performance metrics being a critical component of the role.

What you will love doing in this role

Team Leadership & Management: 

• Oversee the daily operations of the telephonic support and digital chat teams, ensuring consistent service delivery and adherence to quality standards.
• Recruit, train, coach, and motivate team members, fostering a positive and productive work environment.
• Conduct regular performance reviews, identify areas for improvement, and implement appropriate training and development programs.
• Manage team schedules and ensure adequate staffing levels to meet customer demand across all channels.
• Handle escalated customer issues and resolve complex problems effectively.
• Ensure the operations runs in accordance with relevant legislation, in particular with regard to the NCA / CPA / POPI / FAIS / FICA

Performance Monitoring & Reporting: 

• Develop and monitor key performance indicators (KPIs) such as First Time Response (FTR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Sales Conversion Rates for voice support, and Customer Effort Score (CES) and, Missed Chats for chat support.
• Prepare and present weekly reports on business unit performance, highlighting trends, challenges, and opportunities for improvement.
• Analyze data to identify areas for optimization and implement strategies to enhance team efficiency and customer experience.

Process Improvement & Optimization: 

• Continuously evaluate existing processes and identify areas for streamlining and improvement.
• Implement best practices for customer service and sales across all communication channels.
• Collaborate with other departments to ensure seamless integration and efficient resolution of customer issues.
• Stay up to date with industry trends and emerging technologies in customer support and digital communication.

Sales & Revenue Generation: 

• Work closely with the merchandising and marketing team to develop strategies for driving sales through digital channels.
• Monitor sales performance and identify opportunities to increase conversion rates.
• Train team members in sales techniques and product knowledge.

Requirements
What you’ll need to do this role

• Proven experience as a Contact Centre Manager, preferably with experience managing both telephonic and chat channels.
• Strong leadership and team management skills, with the ability to motivate and develop team members.
• Excellent communication and interpersonal skills, both written and verbal.   
• Strong analytical and problem-solving skills, with the ability to interpret data and identify trends.   
• Proficiency in using contact centre software and CRM systems.
• Experience with managing customer interactions on Facebook Messenger and WhatsApp for business.
• Demonstrated ability to drive sales and achieve performance targets.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Strong reporting and presentation skills.

Behaviours we love

• Wow my customer
• Walk in my customers’ shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need
• Treat the business as my own
• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time
• Play as a team
• Be helpful
• Be inclusive
• Find the fun