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CX Team Leader

MerchantsParktown, Gauteng

11 days ago

Job description

CX Team Leader

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this role is to ensure that the day to day management of a CX team is in line with CX deliverables according to SOW’s & OLA’s.

1. Service delivery

Ensure that the planning, administration and logistics to deliver CX activities ensures timeous and effective delivery of outcomes as agreed with CX manager.
Planning of annual training schedules based on business
Execution of the operational & statutory training and measurable achievement of learning outcomes
Ensure Training, Quality & Coaching compliance with standards as prescribed by PBS
Ensures team members’ knowledge of the business product, systems & processes is current, relevant and up to date.
Ensure facilitation skills and material are delivered to the required standards

2. Collaboration and Optimization

Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.

Conducts regular calibration sessions to ensure the validity and reliability of results

Working collaboratively with the CX Manager and analysts to provide information / data, raise triggers and make recommendations for improvement accordingly.

3. Governance, Compliance and Best Practice

Ensures that the standards of the Merchants Quality, Learning & Coaching Management Frameworks are complied with and delivered effectively within the Business.

Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)

Monitors the activities of the CX associates to ensure compliance with acceptable standards of customer service

4. Escalations

Ensures disputes and complaints from operational teams are investigated, responded to and tracked

Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

5. CX Reporting

Delivers data to meet CX, and the Business Unit requirements and timelines & deadlines

6. People Management

Provide leadership and guidance to payroll administrators

Coaches to ensure an understanding of consequences of errors

Ensure teamwork and co-operation within the team

Communicate Merchants objectives and alignment of the department to the objectives

Enforce compliance to company policies, procedures, and legislation

Development of staff to ensure best practice standards and knowledge of relevant legislation

Ensures performance reviews are completed

Identify poor performance and actions appropriately.

Requirements

Minimum 1 or 2 years CX experience

Experience of Training environment

Experience of Quality environment

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Team Leader • Parktown, Gauteng