Senior Manager - Contact Centre (Omnichannel

Johannesburg, Gauteng
Permanent
Full-time

1 day ago

Closing Date: 2025-10-03Job Type: PermanentJob Level: SeniorExperience: More than 10 YearsEE/AA: YesSummaryJohannesburg | Permanent OpportunityA Financial Services Client requires a General Manager / Senior Manager to lead and execute contact centre strategy, operations, and customer support across multiple platforms.Description

Shape and implement omni-channel strategy - champion digital transformation.
Set KPI's/SLA's - drive service improvement and customer satisfaction.
Oversee daily operations, workforce planning, and tech utilisation.
Maintain compliance with industry/data standards.
Enhance CSAT, NPS, FCR - monitor QA - analyse feedback for service improvement.
Lead, coach, and develop a large team - drive engagement and retention.
Collaborate with IT/Product to optimise automation and analytics.
Manage budgets, forecasts, and cost efficiency.
Partner with internal stakeholders - report on performance and initiatives.

Minimum Requirements

Matric / Grade 12
Tertiary qualification and FAIS/RE will be highly advantageous
Min 10 years in Contact Centre management (familiar with Financial Services environment) coupled with 5 years in a senior leadership role.
Proven leadership gained in omni-/multi-channel environments.
Expertise in customer service tools, e.g., AWS, Avaya, Zendesk, Genesys Cloud

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