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SalaryThis role is vital for engaging customers. The individual will manage the Customer Service Supervisors and Officers to deliver excellent customer experience, handle team escalations, be responsible for all metrics and reporting for the customer service team, and drive continuous improvement for customer experience, team engagement, and productivity.
- Oversee all aspects of the operation including Customer Service (calls and administration related functions)
- Coaching & developing team to achieve expectations and performance goals (feedback, training and development, performance reviews
- Identifying and optimise continuous improvement opportunities across the business and reducing operating costs
- Identifying and developing key initiatives (projects) to further enhance the team's function
- Regular Reporting and enabling data-driven decisions
- Managing and maintaining high service standards (queues, call times, client service expectations etc.)
- Resolution management (taking ownership of escalated enquiries/complaints)
- Continuously driving engagement and values-based culture across the Contact Centre and all areas of the organisation
- Workforce planning (including rostering, recruitment, time and attendance)
- Building and maintaining internal and external relationships, continuing to cement our reputation and market presence
- Reporting call data and client trends to our Executive Team
- Contributing to ad-hoc strategic projects taking place within the organisation.
- Proven experience as a customer service manager ideally in Retail
- Desirable to have experience with an outsources provider
- Experience in providing customer service support in a retail and professional environment
- Experience in leading teams of 20+ people
- Experience in managing rosters to KPIs
- Experience managing sensitive customer data
- Familiar with Zendesk, Microsoft Office , particularly Outlook, PowerPoint, Word and Excel
- Ability to lead and manage diverse teams in a fast-paced, high pressure, client-focused environment
- Leadership experience with a transparent style that instils confidence and builds capability
- Solutions-focused and ability to identify opportunities to drive and deliver outstanding service
- Be well structured with strong communication skills and the ability to work autonomously
- Be uncompromising on the level of quality when it comes to delivery and execution
- Has a strong understanding of emerging technologies and how to implement innovative technology to strengthen the function's future capabilities and evolve the workforce.
- High perfomning team and business
