Process & Operations Manager - Cape Town at CDW

• As Manager is a professional responsible for overseeing the service operations and process creation for CDW. They manage a team of associates and ensure that clients receive excellent service and support. They are responsible for developing and implementing company strategies to meet the needs of the clients while aligning with the goals of the company.

What you’ll do:

• Developing and implementing service policies and procedures
• Hiring, training, and supervising a team of associates
• Evaluating the performance of the team and providing feedback and coaching
• Creating and implementing strategies to improve client quality and satisfaction.
• Analysing client data to identify trends and make recommendations for improvement.
• Resolving escalated complaints and issues
• Collaborating with other departments within the company to ensure a seamless client experience.
• Managing budgets and resources.

What you need to succeed:

Must-have:

• Leadership: A manager must be able to lead, motivate and manage a team of to achieve their goals and objectives.
• Communication: Excellent communication skills are critical for a manager, as they must communicate effectively with customers, team members, and other departments within the company.
• Problem-solving: Managers must be able to analyse complex customer issues, identify the root cause, and implement effective solutions to resolve them.
• Customer focus: A successful Manager must be customer-focused and able to understand the needs and expectations of the customers and develop strategies to meet those needs.
• Strategic thinking: Managers must have a strategic mindset and be able to develop long-term customer service strategies that align with the company's goals and objectives.
• Team management: A Manager must be able to manage a team of customer service representatives effectively, providing training, support, and feedback to ensure that they perform their duties at a high level.