Introduction

To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness. The Manager: Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people management to achieve superior service standards.

Duties & Responsibilities

Duties:

1. Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.
2. Ensure seamless and consistent customer service across all channels.
3. Operational Leadership:
4. Maintain a strong focus on call centre metrics such as reducing...