Head of Customer Operations at Believe Resourcing

About The Role

• They’re looking for an outstanding Head of Customer Operations to manage the entire Customer Service operations from our Cape Town office (Claremont).
• The ideal candidate is a natural leader who can energise, motivate and mentor customer service team leaders to perform at their highest capabilities. The candidate will be part of the Senior Management Team and report directly to the CEO.

Roles & Responsibilities

• Ensure the right team structures, processes and target KPIs are in place and continually review and fine-tune them to enable our client to consistently provide great customer service..
• Maintain an obsessive focus on KPIs and Analytics and proactively and promptly respond to exceptions or alerts while also putting in place processes to mitigate issues.
• Leading Service teams to perform on NPS, CSAT and customer reviews and creating a customer obsessed culture.
• Drive innovation from front-line speaking to customers and encourage ideas for automating manual processes and getting more customers to use self-care (customer portal).
• Collaborate closely with other Senior Managers and other teams (Business Analysts, Tech) to implement major service improvements, projects, systems, etc.
• Coach and motivate Team Leaders to get them to perform at their full potential with effective support, guidance and coaching.
• Create an energetic buzzing work environment with a passion for delivering outstanding customer service through outstanding NPS and Customer Reviews leading to high customer referrals.
• Promote a transparent, metrics-driven culture with a strong work ethic and values while also creating an energised and fun environment.
• Develop future Team Leaders internally by focusing on hiring the right people and creating the right structure and environment to develop them.
• Work closely with HR to improve current recruitment, onboarding and coaching and also to ensure compliance with company policies and procedures and for all other HR matters.
• Participate in development Sprint meetings to ensure all operations feature requests and bugs are prioritised to maximise customer satisfaction.

Skills & Requirements

• Solid leadership and management abilities
• Strong analytical and problem solving skills
• Excellent written and verbal communication skills
• Energetic, dynamic and quick thinking
• Business or Engineering related degree or equivalent
• At least 5 years in leadership position managing teams.
• Comfortable with technology and Data Analytics
• Ability to multitask, prioritise and manage stressful situations

Desired Skills and Experience

• Customer Services, Customer Satisfaction, Customer Focused