Posted on :
30 Jul, 2021
30 Jul, 2021
At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitised. Our Blu-approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. With a point of sale network of approximately 150 000 devices, we provide a distribution footprint across all income groups. 85% of our income comes from merchants in the informal sector.
Job Title: Customer Experience Manager
Location: Sandton, Gauteng, South Africa
Reference #: Phi3
Contract Type: Permanent
Salary: Market Related
Supports direct sales through leading the implementation of the omni-channel strategy. Proactively manages and supports the effective onboarding of customers, query resolution, account support, product availability and customer retention. A critical lever to delivering an exceptional end to end customer experience.
Drive and improve customer engagement
Lead the implementation and evaluation of strategic, tactical and operational customer experience and engagement plans to support retention and market penetration.
Leads and manages the customer interaction center for SA Distribution and looks for opportunities to expand customer base and service offering.
Leads and manages the self-service portal for the SA Distribution group.
Collaborates with the General Managers, TicketPro Director and Channel
Managers to agree strategic, tactical and operational plans.
Manages service levels as per segmentation and omni-channel strategy.
Advises the Senior Leadership on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response
Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers.
Ensure Customer Interaction Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met.
Establish the Customer Interaction Centre as a team of global best practice operators with superior customer satisfaction ratings.
Ensure all service levels and response time targets are met
Drive customer-centricity through all work plans, schedules, measures and training activities
Manage all functions of Customer Interaction Centre delivery and ensure a continuous alignment with the Sales agenda
Design, deliver and maintain all processes and policies relating to resource scheduling and forecasting.
Plan for the most efficient workload and resource schedule.
Monitor and manage quality input into the database
Ensure tight alignment with support functions to drive best-in-class finance, HR and IT practices
Design and deliver a scorecard of measures encompassing all relevant aspects of Customer Interaction Centre operations
Provide monthly and quarterly reporting on all relevant Customer Interaction
Centre indicators, illustrating trends and plans for continuous improvement.
(Timing of reports may vary dependent on requirements)
Manage service level performance against defined targets and metrics and course correct when necessary
Ensure the QA Specialist meets or exceeds quality monitoring scores in accordance with defined targets
Extract telephone reports daily, weekly and monthly and analyze data for continuous improvement
Collaborate with commercial and category teams to manage stock levels of devices, BTL, delivery times and transport costs.
Collaborate with 3G to coordinate and control the order cycle and delivery of products and services to customers
Develop call cycles for CRCs and TSCs using routing and scheduling capability to improve customer service and lower cost to serve.
Analyze data to evaluate performance, quality of service and to plan improvements
Allocate and manage staff resources according to changing needs
Liaise and negotiate with customers and suppliers
Set an example through personal quality and productivity standards and ways of working with others.
Demonstrate consistent application of internal procedures. Plan and priorities, demonstrating abilities to manage competing demands.
Demonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team.
Be an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
Coach, counsel and train digital team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture.
Role model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos.
Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.
Translates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning.
Identify the capabilities needed to meet the current and emerging business needs of the organisation. Evaluate current capabilities, identify gaps, and prioritize development activities
Optimizes Work Processes
Builds Effective Teams
Plans and Aligns
Bachelors’ degree in Commerce and Business Management
Minimum 7 years’ experience in managing call centres
Application Deadline: 12/08/2021