Job Description:
An opportunity to lead the Customer Experience charge, working with a pan African leader in the ICT space with a strong heritage, proven technology and one of the broadest portfolios in the industry!
About the Role:
As the Head of Customer Operations & CX, you'll be the strategic mastermind leading our customer-facing teams. You'll oversee the Service Operations Centre, ensuring seamless service delivery and sky-high customer satisfaction.
You'll be responsible for:
- Leading & Managing:
- Customer Service Operations Centre (CSOC) across the Group
- Service Assurance Management function
- Customer Experience initiatives and projects
- Championing Customer Experience:
- Implementing and refining our Customer Experience technology vision
- Driving Voice of the Customer initiatives across the customer journey
- Supporting digital and customer experience portals & external surveys
- Optimizing Operations & Building Teams:
- Overseeing SLAs & OLAs attainment and overall customer satisfaction
- Leading team development and performance management
- Driving automation projects and process improvements
- Managing annual budgets and forecasts
We're looking for someone with:
- Proven Experience:
- Customer Operations Call Centre Management
- Service Management (ITIL & eTOM understanding a plus)
- Team Leadership and People Management
- Project Management
- Strategic Acumen:
- Business Acumen & Financial Understanding
- Customer Experience & Lifecycle Methodology
- Strategic Thinking and Change Management
- Technical Expertise:
- Understanding of Business Processes & Systems
- Knowledge of Telecommunications Industry (a plus)
Location: Johannesburg (Northern Suburbs), Gauteng