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Senior Manager : Omni Channel (Contact Centre)
The Skills MineJohannesburg, South Africa25 days ago
Job descriptionImplement and shape the contact centre strategy to support business growth, customer experience and customer transformation Champion digital transformation and omni-channel integration initiatives Set long-term goals, KPIs, and SLAs to ensure continuous service improvement and customer satisfaction Oversee day-to-day operations across all customer touchpoints Manage workforce planning, forecasting, and scheduling for peak performance Ensure optimal use of contact centre technologies, CRM systems, and AI / chatbot platforms Maintain compliance with industry standards, data protection regulations, and internal policies Drive improvements in CSAT, NPS, FCR, interaction ratios and other key performance indicators Monitor quality assurance programs across all channels Analyze customer feedback to identify pain points and opportunities for service enhancement
Requirements :
- A relevant Bachelor’s Degree in Business Management, Operations Management, or any relevant field (e.g., Customer Experience, Industrial Psychology, or Data / Information Systems).
- 10+ years’ experience in Financial Services Contact Centre management, with at least 5 years in a mid-to-senior leadership role.
- Strong knowledge of customer service metrics, tools, and technologies (Genesys Cloud experience advantageous).
- FAIS / RE qualification will be advantageous.
Responsibilities :
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Centre Manager • Johannesburg, South Africa