The candidate will be responsible for systems and process management, resource management, shift management, compliance, efficiency management and service excellence. Duties and responsibilities Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager. Ensure that resources are trained to effectively deal with account queries, audit queries, account updates and promotional queries. Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro‑active in managing and highlighting potential concerns. Manage the customer service digital team to ensure excellent and timely front‑end communication with customers, appropriate escalations on issues and queries. Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit or promotional queries where appropriate, based on the nature of the query. Ensure queries are resolved timeously and first‑time resolution takes place. Ensure quality targets achieved and interventions are implemented to increase quality where there are shortfalls. Review training needs continuously. Conduct weekly performance reviews with the customer services team members and ensure that performance reviews are documented. Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required. Monthly management meeting reporting, trend reporting, resource management reporting etc. Qualifications and experience Matric Diploma | Degree would be highly advantageous 3 – 5 years experience within Customer Service Minimum of 2 years experience within a Leadership | Team Manager role in the Contact Centre | Telecommunications sector Experience managing a team of 40 – 100 Experience within the Social Media | Digital | Marketing space would be highly advantageous #J-18808-Ljbffr