Job Title : Customer Relations Manager National Operations Centre
Sector Title : Insurance
Area : Centurion
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We are seeking a dynamic and experienced Customer Relations Manager to lead our National Operations Centre NOC and service department in Centurion This is a critical role responsible for driving exceptional customer service optimizing operational efficiency and ensuring the smooth running of both departments
NOC Management
Oversee the daily operations of the NOC ensuring efficient handling of all customer inquiries and escalations
Monitor key performance indicators KPIs for call volume resolution time and customer satisfaction
Implement and troubleshoot technical solutions to resolve customer issues related to our products and services
Manage and develop NOC team members providing coaching training and performance feedback
Identify opportunities for workflow improvement and optimize processes to streamline NOC operations
Collaborate with IT and other departments to ensure seamless resolution of complex customer issues
Service Department Management
Lead the service department team focusing on customer satisfaction and exceeding service level agreements SLAs
Develop and implement effective customer service strategies and procedures
Monitor and manage service desk tickets ensuring timely and accurate resolution
Conduct quality assurance assessments to identify areas for improvement in service delivery
Manage the service department budget and allocate resources effectively
Analyze customer feedback and data to gain insights and improve service quality
Requirements & Qualifications
Minimum 5 years of experience in a leadership role within a contact centre or service department
Proven track record of exceeding customer service goals and improving operational efficiency
Strong understanding of contact centre and service desk operations including relevant technologies and systems
Excellent communication interpersonal and problemsolving skills
Ability to coach mentor and motivate a team of employees
Strong analytical and datadriven decisionmaking skills
Experience working in a fastpaced highpressure environment
Proficiency in MS Office Suite and relevant CRM software
Salary Market related
Please forward updated your resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful