About The Role

Please go through the KPI's before applying.

Once you submit your application you will be invited to take the competency based chat interview. This is a critical pasrt of your application to be processed. So please take your time while doing your competency based Chat Interview.

Key Accountabilities

Develop the strategy for the Digital Care both short and long term, aligned to the overall organisation strategy.
Develop and create customer access channels ensuring that it is at the leading edge of digital service delivery by utilising effective technology-based infrastructure.
Establishes sound and effective relationships with other departments and develop with that department SLA’s to ensure efficient resolution of all customer requests or complaints.
Drive the development and implementation of best digital practices in Contact Centre operations and ensures KPI’s are set and achieved.
Reviews reports on customer behaviour as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms, and input into the development and implementation of an improvement roadmap.
Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.
Provide daily, weekly, and monthly reports/feedback to management as related to digital care operations and self-care performance.
Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs and provide an on-going methodology for measuring customer experience.
Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations.
Implement and deploy new technologies, service delivery channels and self-care channels to maximize operational efficiencies.
Drive the development of a resources plan for optimal performance for both short-term and long-term requirements and ensure there is a supporting recruitment plan in place.
Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all digital multi brand products and services and problem resolution.
Lead employee engagement and recognition initiatives to drive performance and productivity.
Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.
Ensure the department budget is planned, monitored, and controlled effectively.

Qualifications

Bachelor or master’s degree in business management or distinguished experience with additional further training courses in customer experience/ customer relationship management.

Experience

A minimum of 10 years management responsibility
Extensive experience in Telecommunications, BPO’s/ contact centers, customer experience management & Omni-channel service delivery
Sound knowledge in digital care/ self-care platforms management
Sound knowledge of customer satisfaction management and NPS programs
Experience in managing BPO’s