Webhelp South Africa, Customer Experience Innovators
We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers.
Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
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As an experienced, driven, and highly organised professional, you'll play a pivotal role in elevating our operational performance. Your leadership will guide our team to surpass industry standards, delivering unparalleled customer service and achieving ambitious business objectives.
With a discerning eye for detail and a strategic mindset, you'll shape our future success. Your innate ability to communicate effectively and deftly manage priorities will undoubtedly leave a lasting impression.
Seize this moment and put your remarkable leadership skills to the test. Apply today and unlock a world of limitless possibilities.
What you'll be doing
Annually aligning our Contact Centre and Customer Experience objectives with our client's strategic vision and risk appetite
Spearheading the implementation of our Contact Centre's operational service strategy, ensuring seamless execution
Cultivating a culture of excellence, inspiring and empowering Team Managers to drive a best-in-class service across all stages of the customer journey
Embodying strong, visible leadership that nurtures a positive and inclusive work environment, for colleagues to reach their full potential
Fostering the performance, talent, and future capabilities of your direct reports and wider team through effective management and development initiatives
Ensuring adherence to Conduct/Regulatory risk standards and our Operations risk appetite, delivering Contact Centre processes that prioritise compliance
Collaborating closely with the Business to implement new products, changes, and initiatives that enhance the customer experience
Orchestrating a well-balanced team with the appropriate levels of multi-skilled resources, overseeing staff recruitment and training efforts
Assuming ownership of first-line operational risks and controls, proactively addressing challenges as they arise
Cultivating robust relationships with key internal and external stakeholders, collaborating closely to achieve our business objectives
What you'll need
A minimum of 3 years' experience as a Team Manager, showcasing your expertise in leadership and operational management
At least 1 year of experience as a Deputy Operations Manager, demonstrating your capacity to thrive in high-level positions
Exceptional communication, negotiation, analytical, and problem-solving skills
Proven prowess in relationship and stakeholder management, effortlessly navigating interaction
A comprehensive understanding of Conduct Risk, to effectively navigate complex regulatory landscapes
The ability to excel in contexts characterised by uncertainty, embracing challenges as opportunities for growth and innovation
A track record of innovation, consistently delivering alternative solutions based on insightful observations
A spotless record, free from any credit, criminal, or disciplinary issues
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