Job Opportunity at SmartWage, Contact Centre Operations Manager

Job Opportunity at SmartWage, Contact Centre Operations Manager

Contact Centre Operations Manager


We are looking for a Contact Centre Operations Manager. Your primary focus will be to manage our Customer Success team. You’ll empower the teams with effective tools and processes, communicate challenges and issues upward, and get the most out of the people in your teams.

You will report directly to one of the founders and work with her to establish precise tasks and goals for your direct reports, and deliver structured reporting and feedback on improvements and challenges in the business’ operational areas.

What you are going to do:

You’ll devise a world-class customer success strategy and develop our CS team into a world-class operation. You’ll be overseeing the SmartWage contact centre.

  • Provide leadership, development and coaching of Customer Success Coordinators. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
  • Hiring for the Customer Success Team.
  • Ownership, design and implementation of change programmes and projects which impact the contact centre.
  • Carry out regular 1:1’s, developing a culture where training and development are part of the team, identifying actions and training the team to ensure the skills and knowledge are developed effectively.
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
  • Handle the most complex customer complaints or enquiries.
  • Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
  • Building and maintaining effective internal and external stakeholder relationships.
  • Providing the complete quality assurance function – review contacts, coach team members and monitor for improvements.
  • Identifying and instilling best practices, 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.
  • Ensure the most effective resource plans are developed and achieved.
  • Ensures service levels, targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
  • Review management information and make suggestions and recommendations for improvements across the contact centre and to the Product, Account Management and Onboarding teams.
  • Prepare reports on these statistics, rates and performance levels.

Contact Centre Operations Manager Job Vacancy at SmartWage


Required requirements:

  • 4+ years experience in a customer-focused operational role, ideally in a startup with at least 20k customers.
  • Strong people management and development skills.
  • At least 2 years of experience managing a team of agents.
  • At least 2 years of experience managing team leaders.
  • Demonstrated experience implementing technology platforms in a growing business (e.g. Hubspot, Freshdesk, etc).
  • Demonstrated experience in building effective processes in a fast-growing organisation.
  • Experience in an omnichannel environment, including chat/WhatsApp or Facebook Messenger.
  • Ability to mentor, coach and motivate others.
  • Quality assurance experience.
  • Excellent communication skills, both written and verbal.
  • Strong ability to problem solve.
  • Hyper-organised, efficient and task-driven.
  • Strong interest in getting involved in the detail of the operation.
  • Willing to get involved in any and every aspect of the business.
  • Strong interpersonal skills to be able to deal with people at all levels.
  • Analytical skills to interpret data and trends.
  • The ability to work under pressure, manage your time effectively and work on your own initiative.

Preferred, but not required:

  • A relevant degree.
  • Experience in a technology start-up.
  • Experience using Freshdesk and Euphoria.
  • Experience building a contact centre from the ground up and scaling it.


Why you should join us:

  • We’re on a mission to drive digital inclusion across workplaces in Africa and disrupt traditional payday lending (our current offering is 10x cheaper than all other payday loan solutions on the market).
  • In our first 2 years, we created a responsible and frictionless wage access product. We’ve reached product market fit and we’re now focused on building a new HR and Communications product to engage deskless workers and provide equal access to critical information and HR services.
  • Currently, we operate nationally, with plans to scale across Africa to serve 10 million people by 2026.
  • We were oversubscribed for our recent fundraise in 2021, giving us a significant runway to scale our team and deploy a broader range of products.
  • You’ll have the opportunity to use your expertise to shape the future of our product and drive our strategy to directly impact our success.
  • What we’re doing has never been done before. You’ll have the opportunity to use your expertise to shape the future of our product and drive our strategy to directly impact our success.
  • Our culture of ownership will give you unprecedented growth and learning.

Our commitment to you:

  • We’re a focused and ambitious team that have chosen the startup life over corporate careers.
  • We’re optimistic and energetic, so we like to have fun but we push hard.
  • We are unfailingly transparent, and we value giving and receiving feedback from one another, our clients and users.
  • People matter and we have a high degree of integrity.
  • We make data-informed decisions and we move fast.
  • We support flexibility and ensure that our people can work whenever and wherever (in SA) they perform at their best. Building relationships and collaboration is important to us so we do have awesome new offices in Cape Town and Johannesburg, for those who prefer being together in an office.
  • Competitive pay, benefits, your choice of home office tech and 22 days of annual leave.

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