Systems & Amp; Efficiency Manager (Western Cape) at Flash Group

RESPONSIBILITIES:

• Responsible for the optimal leveraging of technology and software to improve call centre operations and customer interactions
• Work with Product Managers and with support management to meet customer's evolving expectations in an omni-channel environment
• Be the point person for service design and translating business strategies into customer service design.
• Manage and lead the Quality-, L&D-, WFM-, teams and own delivery of subsequent reports and insights to operational teams enabling a culture of continuous improvement.
• You’ve successfully integrated business and technical product segments to achieve objectives and service delivery targets
• Be the subject matter expert on all support systems (1Stream, Freshworks, CallBI)
• Own support systems as a product and be the key incumbent driving digital transformation of our support and services technology stack
• Process owner for the Workforce Management of our Group Support and Services Centre
• Build excellent relationships both internally and externally at all levels
• Drive continuous improvement and create value by delivering excellent customer experience
• Identify customer service trends and recommend improvements by staying up to date with the best practices in customer service globally
• A key contributor to scheduling resources to meet customer service delivery requirements and service level agreements and assurance of adherence to schedule

Requirements

MINIMUM REQUIREMENTS:

• Matric Essential
• 3+ years’ experience as a people manager
• 5+ years customer service, support or call centre experience (non-negotiable)
• Comfortable working between multiple systems and multitasking in a fast-paced environment
• Multi or Omnichannel environment experience is highly advantagous
• Demonstrated experience with working with Freshworks, 1Stream and/or CallBI is highly advantagous
• Some experience in Incident Management role will be to your advantage
• Experience with BI Tools with the ability to learn new skills
• Passion and genuine interest in consumer/market research as well as the insights that result from such analyses
• Committed and highly collaborative individual who values the input of colleagues and involves others in important decision making. He/she must demonstrate an ability to lead with a vision establishing a healthy working culture in his/her team
• Understand the emotion of the agent & customer and create processes that allow effectiveness across all channels

BUILD TEAM AND PEOPLE CAPABILITIES THROUGH:

• Providing real-time, ongoing coaching and feedback to team members throughout the year
• On-time completion of performance management activities including regular 1:1s and Bi-annual performance reviews through GPS
• Supporting employee development including facilitation of career development conversations and crafting development plans for current and future needs
• Taking action to hire and retain high-performers and address poor performance
• Proactively manage change initiatives within the team including sufficient planning/ preparation and communication to minimise disruption and support employee adoption.
• Role modelling the behaviours that support and drive the Flash culture and values

TECHNICAL SKILLS:

• Strong Technical understanding of call centre related voice and non-voice support systems
• Strong Knowledge of Freshdesk and/or other non-voice systems
• Strong Knowledge of telephony systems such as 1Stream
• Ability to create workflow patterns of Systems used for support
• Testing of systems used by support
• Ability to troubleshoot and solve problems through data analysis

BEHAVIOURAL SKILLS:

• Have a solutions mindset and focus on problem solving.
• Ability to build and foster a positive culture with open communication and feedback
• Confidence and the ability to have a Holistic view
• Problem solving and the ability to understand and collate management information
• Strong customer service orientation
• Very Strong Analytical skills
• Ability to motivate and develop staff
• Strong Leadership, teamwork and management skills
• Focused and self-motivated approach to work
• Help staff to work towards targets and develop their skills
• Promote high standard of ethical, moral and professional conduct