OVERVIEW OF ROLE:
The Contact Centre Lead is responsible for leading the daily operations of our clients contact centre (including walk ins, reception and showroom), ensuring service excellence and delivering a positive experience to both our customers and consumers consistently. This role involves managing the contact centre team for high-performance, optimizing customer service processes, and aligning support efforts with broader business objectives.

PURPOSE OF THE ROLE:
To lead and evolve the customer service function into a strategic, value-generating division that sets industry benchmarks in service excellence, operational efficiency, and customer satisfaction. This role is pivotal in transforming service operations into a profit centre while championing innovation, digital enablement, and cross-functional alignment.

KEY RESPONSIBILITIES:

• Define and evolve customer service standards, objectives, and initiatives to align with corporate strategy.
• Lead and manage the daily operations of the contact centre to ensure efficient service delivery and high customer satisfaction.
• This includes supervising and supporting agents, providing training, and performance management.
• Act as the voice of the customer in executive forums, translating feedback into actionable insights for product and service enhancements.
• Collaborate cross-functionally with departments to align service delivery with broader business objectives.
• Champion the adoption of CRM platforms, AI-driven support tools, and self-service portals to enhance customer engagement and reduce service friction.
• Monitor KPIs such as first-call resolution, average handling time, and customer satisfaction scores, using insights to drive continuous improvement.
• Resolve complex, escalated service issues that require coordination across departments, ensuring timely and satisfactory outcomes.
• Ensure adherence to regulatory standards, warranty policies, and service-level agreements (SLAs).
• Implement quality assurance programs and audits to maintain high service standards.
• Manage resources and budgets to optimize operational efficiency and cost-effectiveness.
• Champion a service-led culture across the organization, influencing product, sales, and marketing teams.

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor’s degree in business administration, Communications, or a related field (preferred).
• Minimum of 5–8 years’ experience in a contact centre or customer service leadership role.
• Understanding of workforce planning, scheduling, and resource allocation.
• MUST have own reliable vehicle
• Experience with MS Office and CRM packages

If you have not heard from us within 2 weeks, we regret that you have been unsuccessful.