Senior Manager: Omni Channel
| Remuneration: | cost-to-company |
| Location: | Johannesburg |
| Job level: | Senior |
| Type: | Permanent |
| Company: | THE SKILLS MINE |
Job description
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:
- Implement 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
- Analyse customer feedback to identify pain points and opportunities for service enhancement
Requirements
- Change Management
- Customer Experience (CX)
- Digital
- Management
- Quality Assurance
- Six Sigma
- Stakeholder Management
Posted on 05 Sep 10:47, Closing date 5 Oct