Role Description:

• IMS Call is seeking a Call Centre Manager to lead it’s Customer Success strategy. This individual will be responsible for developing and maintaining a customer service strategy, serving as the service champion for the organisation. We are seeking a natural client advocate who will go to great lengths to provide clients with nothing short of a positive experience. This is a perfect opportunity for someone who is passionate about customer service and the team that they manage.

Responsibilities:

• Team Leadership: Oversee and mentor a team of customer service representatives to ensure exceptional service delivery, productivity, and performance.
• Call Centre Operations: Manage day-to-day call centre activities, including handling inbound and outbound calls, responding to customer inquiries, and resolving issues efficiently.
• Performance Management: Set clear performance goals for the team and provide regular feedback and coaching to improve performance metrics and customer satisfaction.
• Quality Assurance: Implement and maintain quality assurance measures to ensure service standards are met or exceeded consistently.
• Salesforce Service Cloud: Leverage expertise in Salesforce Service Cloud to optimize the call centre workflow, reporting, and integration with other systems.
• Amazon Connect: Utilize Amazon Connect to enhance call centre capabilities, call routing, and customer experience.
• Customer Experience: Drive initiatives to improve the overall customer experience and ensure customer loyalty and retention.
• Data Analysis: Analyse call centre metrics and customer feedback to identify trends and areas for improvement.
• Training and Development: Coordinate training programs to upskill team members on product knowledge, call handling techniques, and customer service best practices.
• Process Improvement: Continuously evaluate and refine call centre processes to enhance efficiency and effectiveness.
• Reporting: Prepare regular reports on call centre performance, key performance indicators (KPIs), and customer feedback for management review.

Qualifications & Experience:

• Diploma / Bachelor’s degree in business, management, or a related field is preferred.
• Proven experience as a Call Centre Manager or similar role, preferably in a digital wallet app environment.
• In-depth knowledge and hands-on experience with Salesforce Service Cloud and Amazon Connect.
• Strong leadership and people management skills with the ability to motivate and develop a highperforming team.
• Excellent communication and interpersonal skills to build rapport with customers and team members.