Manager: Customer Care

• Contribute to the development of the appropriate strategy and set targets within area of accountability.

• Define standard operating procedures (SOPs).

• Implement and manage end-to-end processes.

• Maintain and improve the call center operations by monitoring performance; identifying and resolving problems within specified lead time and preparing and completing action plans for process improvements.

• Manage all operational risk and risk mitigation initiatives.

• Manage operational risk and risk mitigation initiatives.

• Manage and report on loan vehicle fleet across the brands.

• Monitor and report on progress against operational plans and adjust where required.

• Monitor SLA and report accordingly to ensure compliance.

• Plan, manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities.

• Prepare contact centre performance reports by collecting, analysing, and summarising data and trends.

• Resolve problems by applying the necessary discretion and guidelines.

• Manage financial activities in line with approved policies and procedures.

• Manage, monitor and report on budget variances and provide solutions.

• Build and maintain relationships with clients and internal and external stakeholders that promote cross delivery process solutions.

• Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business.

• Address any customer queries and make relevant decisions to ensure customer satisfaction .

• Build sustainable relationships with customers that contribute to a culture of customer service excellence.

• Continuously monitor actual process turnaround times and quality standards and resolve issues efficiently to enhance effective customer/client service delivery.

• Monitor client service feedback reports, implement relevant interventions and align practices and related processes to maximise client satisfaction and profitability.

• Plan, manage and monitor processes to ensure customer service excellence.

• Create an engaging, enabling and productive work climate aligned to the employee value proposition.

• Develop and implement soft skills training to ensure employees are competent in their work.

• Implement and manage workforce planning, recruitment, learning and development, performance management, reward and recognition and employee relations to ensure an optimal working environment.

• Monitor and positively influence and manage change, and offer operational support where required.

• Own and live up to company values.

• Provide mentoring and coaching for the purpose of continuous knowledge sharing, learning and integration of own knowledge.

• Matric

• Any relevant tertiary qualification

Motus