CUSTOMER SERVICES MANAGER

Recruiter:

Telebest

Job Ref:

CTT000259/DW

Date posted:

Friday, February 11, 2022

Location:

Capetown, South Africa

JOB SUMMARY:
CUSTOMER SERVICES MANAGER

The position holder works closely with the Site Operations Manager and Senior Customer Service Manager in seeking to ensure the operative and economic success of the client in Cape Town focusing on people, performance and quality.

JOB DESCRIPTION:

5 Years proven leadership/management experience in Contact/ Service Centre operations which includes detailed knowledge of processes and key performance indicators
Leadership experience in the airline industry is highly advantageous
Proven experience and demonstrated ability to optimise team performance
Demonstrated leadership experience, including people management & development
Demonstrated knowledge and experience with Workforce Management systems and principles
Substantial and broad experience with the implementation of change management
Project management experience and the ability to drive project outcomes from end to end
Proficiency in English [fluency in another language (native speaker level) is desirable depending on the location]
Responsible for the planning and steering of the organization with delegated authority by the SOM and in close cooperation with the central Workforce and Steering/Global Operations unit
Oversees the provision of local workforce management support and services for the organisation
Analyses performance and quality delivery relative to applicable objectives and indicators and drives the establishment of necessary measures for improvement where needed
Establishes appropriate controls to ensure accurate and timely reporting and effective performance/service analysis for both the organisation and operative personnel
Responsible for staff planning (midterm and long-term optimization); identifies situations of over/under-staffing and initiates appropriate action to safeguard the continuous improvement of service level achievement
Assumes responsibility for the coordination of new business initiatives across the (local) organisation together with Lufthansa InTouch project management representatives
Manage productivity, meets, and exceeds budgetary requirements

If you do not receive feedback within 7 days of applying then please consider your application as unsuccessful

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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