At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional as a Touch Point Manager to join our dynamic team of #Unstoppables.

Purpose of the Job:
To manage the level of service delivered to customers at various Customer Care touch-points, in order for Customer Care to deliver an exceptional customer service that contributes to overall customer satisfaction.

Main Responsibilities:
Strategic Implementation

• Implement the development of the strategy, operating model and policies and processes for the Customer Support department and support the overall Customer Care strategy in conjunction with a sound operational understanding
• Implement the divisional operations plan to the strategic objectives of the Customer Care department
• Develop, implement and revise the policies and operational procedures to ensure functional effectiveness of the department and division
• Develop the Customer Experience Management framework for the Cell C exclusive customer
• Manage and maintain relationships with the relevant stakeholders in the business for the division and company
• Ensure all programmes/initiatives are aligned with global business strategy and industry best practice

Quality Assurance

• Ensure that the team members meet their targets
• Managing staff and planning workload
• Monthly and weekly team meetings
• Meeting internal and external stakeholders
• Assist stakeholders with any problems or issues that might arise and escalate any issues that cannot be resolved
• Ensure that team members meet Cell C Quality Standards
• Manage team key deliverables and identify any training requirements
• Coaching and motivating staff
• Manage monthly and ad hoc reporting
• Implementing best practice

Process Development

• Identify new initiatives for maximizing growth through customer experience strategies
• Oversee systems and controls to adequately meet and maintain service levels and KPI’s
• Accountable to achieve customer service and customer support objectives

Business Development

• Set operational objectives as defined by the Operational Business Plan
• Oversee the customer relationship to ensure high levels of customer satisfaction whilst growing business integrity
• Maximize performance of the Contact Centre and relevant customer touchpoints through the best use of available resources
• Develop and facilitate inter-departmental and divisional relationships to improve working practices, knowledge and efficiency
• Provide high level feedback on deliverables to SLT within business

Cost and Budget Management

• Prepare the budget within area of control
• Manage the approved budget for area
• Provide input into the departmental monthly budget report
• Prepare and monitor reasons for cost tracking and variation reports
• Make recommendations for budget-affecting change requests without impacting on the customer experience
• Inform management timeously of potential over-spend
• Motivating for additional budget in line with continuous improvement initiatives

Health and Safety Compliance  

• Strictly apply and adhere to Cell C Health and Safety procedures and rules
• Manage conformance to legislation and Cell C Health, Safety and Environmental standards
• Manage, identify and minimize Cell C’s exposure to operational risk
• Monitor, investigate and report all health and safety matters and incidents

Staff Management

• Ensure all recruitment Job Descriptions are updated to reflect the new operating model
• Recruit employees; assign and direct work, oversee their development, identify training needs and maintain staff competence
• Establish and evaluate Key Performance Indicators
• Provide an advisory and support function
• Create open channels of communication with staff
• Initiate the appropriate Labour Relation action required
• Uphold HR policies and procedures
• Conduct regular performance appraisals

Minimum Qualification

• Degree in Marketing, BSc, BCom or equivalent
  

Experience

• 8 years overall relevant experience
• 5 + years of experience in a Contact centre environment
• 3 + years of experience in a Senior Managerial role
• 1 + years of experience in a Customer Experience environment
• 1 + years of experience in managing a Contact Centre for Corporate and Business Customers
• Strong understanding of Telco operations
• Strong record of leading and mentoring staff
• Strong understanding of all Contact centre support elements
  

"Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic."