Senior Manager: Omni Channel (Contact Centre)

Recruiter:

The Skills Mine

Job Ref:

1684087021

Date posted:

Friday, September 5, 2025

Location:

Johannesburg, South Africa

SUMMARY:
-

POSITION INFO:

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
Analyze customer feedback to identify pain points and opportunities for service enhancement

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