Systems & Efficiency Manager

Overview

We are looking for a Systems & Efficiency Manager to be based in Bellville. You will drive customer satisfaction by owning & optimizing world-class systems like Freshchat, 1stream, and CallBI, ensuring seamless experiences for both suppliers and the business. In addition, you will design, implement, and track improvement projects across your portfolio, including Workforce Management and Quality Assurance.

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

Job Requirements

Build Team and People Capabilities Through

Technical Skills

Behavioral Skills

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