Senior Contact Center Manager

Job Title: Senior Contact Center Manager

Posting Start Date: 4 / 9 / 25

Job Description:

Purpose of the Job: The Senior Contact Center Manager is responsible for overseeing the daily operations of the contact center, ensuring that customer service standards are met or exceeded. This role involves leading a team of customer service representatives, developing strategies to improve efficiency and customer satisfaction, and implementing best practices to streamline processes. The leader will also ensure that all key performance indicators (KPIs) are met while fostering a positive work environment.

Job Responsibilities:

1. Manage and oversee the national customer service team.
2. Propose improvements to existing methods to enhance quality, efficiency, reliability, and continuity of service.
3. Receive and resolve queries that are highly sensitive or related to strategic clients.
4. Ensure these queries are treated with urgency and all contact with customers – whether in person, in writing, or over the phone, is conducted with courtesy and a high level of professionalism.
5. Monitor key shipments to ensure that these are processed and delivered according to client expectations.
6. Compile reports relating to service failure or KPIs for sensitive clients.
7. Work with Aramex operations and risk teams to analyze service failures and provide detailed client feedback.
8. Identify problem trends and implement process improvements.
9. Develop and maintain business relationships with external parties, including customers, third-party service providers, vendors, and internal groups.
10. Define and implement a digital communication strategy that meets industry standards.
11. Ensure effective communication to internal stakeholders regarding business updates.
12. Ensure communication with external stakeholders is consistent.
13. Ensure compliance with policies, procedures, and internal controls.
14. Identify and develop new technologies for the automation of repetitive customer functions.
15. Identify and set performance standards for all customer service agents.
16. Lead and develop customer service supervisors and leaders across various branches.

Job Requirements - Experience and Education:

1. Minimum requirement is a Matric (Grade 12) qualification.
2. 7 years of corporate experience in managing a national call center team.
3. Experience working for reputable corporates.
4. Proven track record of effectively managing a customer service team.
5. Industry experience – Understanding of the full supply chain (Freight, International & Warehousing products).
6. Valid Code 08 driver's license and own reliable transport.
7. Omni-channel platform experience.

Leadership Behaviors: Building Outstanding Teams, Collaborate & Break Silos, Execution & Accountability, External Focus, Growth Mindset, Inclusion, Innovation, Setting a Clear Direction, Simplification.

Skills: Team Leadership, Team Collaboration, Communication Skills, Problem Solving, Conflict Resolution, Interpersonal and Relationship-Building Skills, Analytical Thinking, Crisis Management, Negotiation Skills, Cross-Functional Relationship Management.