Head of Customer Operations, Cape Town

About our client

Our client is the UK's most awarded VoIP provider for small and growing businesses.
As the challenger, they are all about changing the current industry practices, because it's NOT okay to lock small businesses into 36-month contracts, charge them hidden costs and ugly cancellation fees, raise their in-contract prices, etc.
They want to give small businesses a better digital communication product with support than what is traditionally only available to big companies. That's what inspires them.

This is an opportunity to join the senior management team of a leading company with over 8 Industry Awards won in the last 12 months. Their mission is simple - to become UK's No.1 VoIP and Broadband provider to small businesses with unrivalled service levels.

Your Responsibilities:

• Take full ownership of Service Provisioning and Support teams and report daily metrics to CEO as part of the Senior Management team.

• Ensure the right team structures, processes and target KPIs are in place and continually review and fine-tune them to ensure the company is well positioned to provide the highest customer satisfaction levels and NPS.

• Maintain an obsessive focus on KPIs/Analytics, automation of manual processes and migrating customers to self-care (customer portal) options. Requires close collaboration with Business Analysis and Development teams.

• Monitor all team metrics obsessively, set clear KPI targets and meet with each team leaders daily to ensure all teams are on top of their daily Churn Prevention Metrics with actions agreed daily to resolve backlogs and alerts.

• Coach and motivate Team Leaders to get them to perform at their full potential with effective support, guidance and coaching.

• Create an energetic buzzing work environment with a passion for delivering outstanding customer service through outstanding NPS and Customer Reviews leading to high customer referrals.

• Promote a transparent, metrics-driven culture with a strong work ethic and values while creating also a energised and fun environment.

• Develop future Team Leaders internally by focusing on hiring the right people and creating the right structure and environment to develop them.

• Work closely with HR to improve current recruitment, onboarding and coaching and also to ensure compliance with company policies and procedures and for all other HR matters.

• Participate in development Sprint meetings to ensure all operations feature requests and bugs are prioritised to maximise customer satisfaction.

Desired skills and character traits:

• Solid leadership and management abilities

• Strong analytical and problem solving skills

• Excellent written and verbal communication skills

• Energetic, dynamic and quick thinking

• Business or Engineering related degree or equivalent

• At least 2 - 3 years of similar leadership position managing teams.

• Comfortable with technology and Data Analytics

• Ability to multitask, prioritise and manage stressful situations