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What you would be expected to do:

• Manage Contact Center Operations while driving focus to enhancing a customer centric culture across the business in our existing Africa Markets.

• Guides and motivates staff and workforce by building a top performing operational team and instilling a culture of accountability, results, and flexibility to meet/exceed customer expectations. The goal is to enable Country and Team Managers to manage their teams, with a high degree of teamwork, and within a skill-based framework.

• Manage and engage all line managers in accordance with Sun King values and the relevant policies and procedures to ensure that the country call center managers achieve their respective performance targets and are appropriately developed and engaged.

• Develop transferable skills within the team to bolster the strategic goals through coaching and training managers to build their capacity.

• Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance with sufficient documentation to key stakeholders.

• Strategically drive team engagement to drive inclusion through periodic feedback loops.

• Identify, execute and implement initiatives related to continuous improvement, e.g. through the automation of the operations functions, in order to drive down cost, decrease overall risk and improve the service to clients in line with best practice and the digitisation aspirations of the relevant markets

• Work with the workforce team to ensure we have the right capacity and skills mapping within the contact center to deliver best-in-class assistance to all customers.

• Drive customer experience impact campaigns within the contact centers to achieve maximum customer satisfaction and retention.

• Ensure proper controls, processes and procedures are adhered to at all times to drive customer satisfaction.

• Efficient case management resulting from customer escalations within the SLAs.

• Continuous documentation of recommendations and drive implementation to guarantee improved performance.

• Work with Telcos and IT in provision of services required for seamless delivery.

• Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, e.g. major system outages for follow-through and feedback to stakeholders.

• Proactively developing and implementing systems and projects that help ease customer effort in accessing products and services offered through monitoring, tracking, and reporting on the viability of work resources, working systems and on remote functions.

• Maintain ownership of relevant vendor relationships ensuring compliance to set service level arrangements held between Sun King and its vendors, by monitoring and evaluating services and outputs based on the arrangements in place.

• Ensure timely bill management of Contact Center Operational costs while driving initiatives for cost optimization and reduction.

• Review outgoing customer communications before submitting for approval.

• Customer onboarding - guiding the client onboarding team towards continued success in customer satisfaction and customer experience while ensuring process compliance.

• Evaluate customer trends and performance data to make informed judgments about operational and procedural changes.

• Work with key stakeholders to ensure 100% internal and external customer satisfaction to boost the organization’s NPS, CSAT and CES scores.

• Participate in project steering groups and working teams to provide input from a customer-centric perspective. Partner strategically with management functions across the company to define and implement successful programs and facilitate growth within the contact center.

• Accountable for implementation of initiatives and all projects related to Customer Service drawn from insights from market reviews.

• Ensure daily, weekly, and monthly reporting on service campaigns performance against stipulated KPIs.

• Conduct regular country audits to identify operational gaps and implement remedial action.

• Provide strategic assistance for the customer experience setups in new and existing markets, ensuring alignment with global standards.

• Work with cross-functional teams to tailor customer service operations for successful market entry.