Purpose of the Job:<\/p>\n
\tTo 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.<\/p>\n
Main Responsibilities:<\/p>\n
Strategic Implementation<\/p>\n
\tImplement 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
\n\tImplement the divisional operations plan to the strategic objectives of the Customer Care department
\n\tDevelop, implement and revise the policies and operational procedures to ensure functional effectiveness of the department and division
\n\tDevelop the Customer Experience Management framework for the Cell C exclusive customer
\n\tManage and maintain relationships with the relevant stakeholders in the business for the division and company
\n\tEnsure all programmes\/initiatives are aligned with global business strategy and industry best practice<\/p>\n
Quality Assurance<\/p>\n
\tEnsure that the team members meet their targets
\n\tManaging staff and planning workload
\n\tMonthly and weekly team meetings
\n\tMeeting internal and external stakeholders
\n\tAssist stakeholders with any problems or issues that might arise and escalate any issues that cannot be resolved
\n\tEnsure that team members meet Cell C Quality Standards
\n\tManage team key deliverables and identify any training requirements
\n\tCoaching and motivating staff
\n\tManage monthly and ad hoc reporting
\n\tImplementing best practice<\/p>\n
Process Development<\/p>\n
\tIdentify new initiatives for maximizing growth through customer experience strategies
\n\tOversee systems and controls to adequately meet and maintain service levels and KPI\u2019s
\n\tAccountable to achieve customer service and customer support objectives<\/p>\n
Business Development<\/p>\n
\tSet operational objectives as defined by the Operational Business Plan
\n\tOversee the customer relationship to ensure high levels of customer satisfaction whilst growing business integrity
\n\tMaximize performance of the Contact Centre and relevant customer touchpoints through the best use of available resources
\n\tDevelop and facilitate inter-departmental and divisional relationships to improve working practices, knowledge and efficiency
\n\tProvide high level feedback on deliverables to SLT within business<\/p>\n
Cost and Budget Management<\/p>\n
\tPrepare the budget within area of control
\n\tManage the approved budget for area
\n\tProvide input into the departmental monthly budget report
\n\tPrepare and monitor reasons for cost tracking and variation reports
\n\tMake recommendations for budget-affecting change requests without impacting on the customer experience
\n\tInform management timeously of potential over-spend
\n\tMotivating for additional budget in line with continuous improvement initiatives<\/p>\n
Health and Safety Compliance \u00a0<\/p>\n
\tStrictly apply and adhere to Cell C Health and Safety procedures and rules
\n\tManage conformance to legislation and Cell C Health, Safety and Environmental standards
\n\tManage, identify and minimize Cell C\u2019s exposure to operational risk
\n\tMonitor, investigate and report all health and safety matters and incidents<\/p>\n
Staff Management<\/p>\n
\tEnsure all recruitment Job Descriptions are updated to reflect the new operating model
\n\tRecruit employees; assign and direct work, oversee their development, identify training needs and maintain staff competence
\n\tEstablish and evaluate Key Performance Indicators
\n\tProvide an advisory and support function
\n\tCreate open channels of communication with staff
\n\tInitiate the appropriate Labour Relation action required
\n\tUphold HR policies and procedures
\n\tConduct regular performance appraisals<\/p>\n
Perform any related duties as requested by Managing Executive Customer Care \u00a0<\/p>\n
Minimum Qualification<\/p>\n
\tDegree in Marketing, BSc, BCom or equivalent<\/p>\n
Experience<\/p>\n
\t8 years overall relevant experience
\n\t5 + years of experience in a Contact centre environment
\n\t3 + years of experience in a Senior Managerial role
\n\t1 + years of experience in a Customer Experience environment
\n\t1 + years of experience in managing a Contact Centre for Corporate and Business Customers
\n\tStrong understanding of Telco operations
\n\tStrong record of leading and mentoring staff
\n\tStrong understanding of all Contact centre support elements<\/p>\n
Closing Date\u00a009 April 2026<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Cell C","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At Cell C, we know that because change is inevitable, growth is up to us. While some see change as taking a step back, we see it as a chance to take two steps forward. We believe in embracing change, willing it and being it. That is why since 1999, Cell C Limited has been a proudly South African Lev... read moreel 2 BBBEE customer-first mobile operator that promotes digital inclusion to enhance lives. As an enabler committed to bridging the digital divide in South Africa and ensuring that everyone enjoys the benefits of a modern connected world, we strive to give you world-class products and services to help you change your world. In 2020, we ranked the 19th Most Valuable South African brand in the BrandZ analysis, and as a testament to our focus on service excellence, we have won the 2018\/2019 Ask Afrika Orange Index Award. We are committed to playing our part in transforming our society through education, gender empowerment, and digital inclusion initiatives. Our commitment to gender empowerment through our flagship programme Take A Girl Child To Work Day\u00ae has netted three Standard Bank Top Women Awards.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-33278","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/33278","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=33278"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=33278"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=33278"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}