Customer Experience Leader, Durban

Overview

A leading CX provider, unrivalled in developing and training its people to be the best they can be. This investment in people ensures longest staff retention possible enabling them to best serve client's customer service needs. The purpose this role is to deliver all operational and commercial performance metrics across your business stream through the management of KT Coaches, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective culture.Responsibilities

Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements, and customer satisfaction targets Manage the day-to-day client relationship at operational levels ensuring high levels of Client SatisfactionLead, develop, motivate, and coach KT Coaches enabling them to lead and manage their Advisors to deliver a superior level of service. Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environmentAnalyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements Create and maintain a strong performance driven working environment Communicate effectively with your team to create and maintain a motivated and challenged workforceWork with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KT reports Objective setting to achieve delivery of Client strategic vision Objective setting to achieve delivery of KT contractual and internal KPIs and financial targets Analysis of reports and decision making in relation to performance management and disciplinary issuesResponsibility for delivery of your business streams Revenue ,Gross Margin targets and performance Responsibility for identifying revenue generation Qualifications

Professional Experience

Contact centre operational management and strategic planning experience Effective leadership through team building , development, and a strong coaching culture Highly focussed and driven Great ability to coach the coach KPI management and proven track record of achievement Ability to create dynamic and highly performing teamsCommercial awareness and financial management Thorough understanding of resource optimisation and delivery Excellent client relationship management Experience within an operations role and managing varying team sizes Excellent written, verbal and presentation skills Act with integrity at all times when representing our business and its peopleAmbassador for KT values and brand Preferred Solutions orientated Endless enthusiasm with determination to overachieve on set targets Technical Experience

Excellent written, numeracy, verbal and presentation skills Highly proficient in MS Office applications

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