Red Ember Recruitment Ltd
11 months ago
Customer Support Manager
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Company information
- Company
- Red Ember Recruitment Ltd
- Location
- South Africa, Western Cape, Cape Town Region South Africa
- Posted
- 11 months ago
Job description
- Oversee the daily operations of the Customer Support team to ensure smooth workflow, timely execution of tasks, and adherence to established processes and timelines.
- Monitor and motivate team members to achieve daily, weekly, and monthly KPI targets.
- Track efficiency and activity levels of agents to ensure timely responses to inquiries in line with internal SOPs and SLAs.
- Analyse gaps in customer support processes and identify opportunities for improvement.
- Contribute to refining the overall support strategy and direction for the customer support department.
- Collaborate with the department head to define and monitor key output and input metrics that drive customer support success.
- Lead, coach, and develop team members to reach their full potential and maintain a high-performing, motivated team.
- Partner with cross-functional teams (Operations, Product, Technology, and HR) to ensure a seamless customer experience.
- Address disciplinary issues and promote growth and incentive initiatives in collaboration with HR.
- Proactive identify and implement process improvements, demonstrating initiative and a “can-do” attitude.
- Oversee onboarding and training of new agents to ensure smooth integration into the team.
- Create and execute development plans for existing team members to foster continuous growth.
- Conduct regular one-on-one sessions with agents to discuss performance, progress, and career goals.
- Work toward improving customer satisfaction through enhanced engagement, quality interactions, and positive feedback.
- Develop, update, and monitor communication scripts to ensure consistency and professionalism.
- Design, implement, and maintain internal SOPs for the customer support department.
- Stay current with industry trends, tools, and best practices to improve team performance continuously.
- Monitor random customer interactions to assess quality, reduce errors, and maintain operational standards.
- Evaluate team performance, identify training needs, and coordinate training sessions as required.
- Manage administrative aspects of the department, including agent rosters, shift schedules, transport coordination, and performance reporting through internal CRM tools.
- Oversee multi-channel customer support operations, including live chat, email, telephone, and social media.
- Generate and present innovative ideas to address recurring customer complaints and improve support processes.
Requirements
- Tertiary Qualification: National Diploma (minimum requirement).
- Experience: At least 2 years’ experience as a Customer Support Manager, managing a team of 10 or more.
- Leadership: Proven ability to provide strong, consistent leadership and manage customer support KPIs across daily, weekly, monthly, and annual targets.
- KPI Management: Deep understanding of key performance indicators (KPIs) — including how to implement, measure, adjust, and achieve them.
- Change Leadership: Ability to drive change and promote healthy customer support habits through an employee-centric approach.
- Analytical Thinking: Strong critical thinking and operational excellence mindset within the support function.
- Desirable Criteria:
- Experience within the i-Gaming industry.
- Proficiency in Zendesk or similar customer support platforms.
- Key Competencies:
- Analytical and Problem-Solving Skills
- Stress Management.
- Management & Leadership Abilities.
- Planning and Organizing.
- Time Management.
- Performance Management.
- Customer Relationship Management.
Required skills
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