Lead - Strategy - eCommerce

Responsibilities:

- Oversee day-to-day operations ensuring that SLAs and KPIs are continually reviewed and met with optimum levels of quality, service delivery and cost

- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets

- Provide leadership, development and coaching of team leaders and agents.

- Contribute to the design and implementation of Change Programs and Project which impact the contact centre.

- Building and maintaining effective internal and external stakeholder relationships

- Identifying and instilling best practice, processes, and systems and drive continuous improvement environment.

- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

- Responsible for defining customer journeys

- Collaborates with all functions to integrate and execute the right processes, technology, and people to deliver an optimal customer experience

- Shares responsibility for NPS goals

Key Skills Sought:

- Excellent communication skills - verbal, written to include report writing and group presentations

- Influencing and negotiation skills

- Well developed interpersonal skills

- Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors e.g. volume v price

- Excellent organization skills, able to prioritize

- A collaborative team player - concerned with the team success as well as individual performance

- Visible Leadership skills - can motivate others to achieve

- Solution orientated, decisive by nature

Personal Attributes:

- Self-starter - high energy levels

- Positive and Enthusiastic

- Resourceful

- Strong professionally - credible with integrity

- Good Listener - will challenge constructively and respond well to feedback

Requirements: 5 to 10 years preferably from Strategy or Project Management background