Senior Manager Digital Services at MultiChoice

Key Performance Objectives:

Strategy development and execution;

• Develop and drive the Showmax Customer Digital Services strategy aligned to business objectives and Showmax strategy.
• Develop a roadmap or business plan for the delivery of strategic programmes.
• Use data and emerging trends to identify strategic initiatives.

Digital Services Management;

• Shape the customer care journeys for all customer service channels (live chat, social, voice, email, Appstore’s)
• Responsible for coordinating the deliverables of the various customer service partners and vendors.
• Review and approve all requested implementations for Showmax customer service channels is part of your daily business.
• Manage and continuously improve the service levels of customer service partners and vendors.
• Define and continuously improve performance metrics and monitoring with partners.

Customer Service Monitoring;

• Identify opportunities for improvement by monitoring KPIs of all care channels and by working closely with partners/customer ops and the management team – to help shape the necessary changes, such as implementing new processes, tools or technologies to optimise the customer experience.
• Design and build reports for monitoring customer care performance.
• Design and implement processes for platform and payments monitoring and reporting.
• Ensure social media customer care effectiveness by providing relevant digital solutions.
• Design, configure and continuously improve journeys for social media and all care plug-ins.

Technical Support;

• Ensure effective running of Showmax Contact Centre technology stack.
• Provide tech support to the Showmax Contact Centre
• Responsible for content creation for the Showmax help centre (help articles, how to videos/guides, FAQs, general info etc.)
• Responsible for content management for the help centre
• Ensure help centre supports all supported languages.
• Design, configure and continuously improve journeys for the Help Centre
• Effectively manage the Language IO tools to ensure support for all relevant languages.
• Manage the creation and continuous improvement of content for the Language IO tool.
• Ensure effective management of all customer service chatbots.
• Monitor and continuously improve the performance of Chatbots to meet business objectives.
• Manage the creation and continuous improvement of content for the Language IO tool.

Knowledge Management;

• Responsible for creating and maintaining content for the Knowledge Management Portal used by customer care agents (e.g., content on campaigns/offers currently running, new product updates/launches, partnership rollouts, system changes, incident etc.)
• Ensure there is effective management and continuous improvement of the knowledge management tool.
• Proactively manage communication to agents for all new campaigns, product offers, systems changes, product rollouts, incidents etc.

Operational Delivery;

• Showmax Contact Centre
• Showmax Help Centre (tech)
• Language IO (tech)
• Chatbots (tech)
• Social Media & Plug-Ins
• Partner Management
• Customer Care Monitoring and Reporting

Operational Excellence;

• Define and ensure continuous improvement of ways of work with all customer service partners and vendors.
• Collaborate with partners in developing methods of work and standard operating procedures (including reporting templates, risk frameworks, communication frameworks, governance frameworks, etc.)

Customer Service best practice & tools:

• Participate proactively in developing and maintaining customer service standards, tools, and best practice.
• Promotes and ensures use of appropriate techniques, methodologies, and tools

People Management:

• Develop high performing teams by embedding formal performance management process and informal coaching.
• Encourage frequent knowledge sharing between team members
• Oversee the activities of the team to ensure effective delivery of business outcomes
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Capital
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met
• When required, initiate disciplinary processes for team members calling on support from Human Capital when required
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with
• Motivate team members and ensure that their efforts are recognised

Qualifications;

• A Post graduate Degree or relevant NQF Level 8 Qualification

Experience;

• A minimum of 8-10 years of relevant work experience
• A minimum of 3 years in OTT (online streaming)
• Customer Service Management experience
• Salesforce experience
• People Management

Technical Competencies:

• OTT products and services
• Customer Service Management
• Salesforce experience
• 3rd party service level management
• Process institutionalization
• Solid communication skills
• Content Development
• Digital Project Management
• Digital Analytics and Data Tools
• Social Media Management
• Cybersecurity and Data Protection
• API Integration
• IT Infrastructure Management