Senior Manager: Omni Channel (Johannesburg)

12 hours ago 3

Work From Home - Earn Something By Just Working At Home

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

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