Manager: Customer Experience Centre Enablement

Closing date: 17 March 2026

Purpose of the Job: Reporting to the Senior Manager: Customer Experience Centre, the successful incumbent is accountable for the planning, organising, monitoring and enablement of activities related to the customer experience centre.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in Customer Service/ Customer Management related qualification.
• Postgraduate in Customer Service/ Customer Management related qualification will be an added advantage.
• Relevant 6 – 8 years’ experience in Customer Experience and/or Call Centre of which 2 years must have been on a management/ supervisory level.

Technical and Behavioral Competencies Required

• Communication.
• Network and alliances.
• Planning, organising and coordinating.
• Ethics and values.
• Change Management.
• Risk management.
• Stakeholder development and relations.
• Reporting.
• Proficient with powerpoint, excel, word, and MS project.
• Strong understanding of operations.
• Project management.
• Digital and social media marketing insights.
• Customer relationship management.
• Analytical and report writing skills.
• Networking and collaboration.
• Ability to analyse and solve problems.
• Ability to pay attention to detail.
• Resource management.
• Customer Journey Mapping.

KEY PERFORMANCE AREAS

Customer Experience Enablement

• Manage the day-to-day customer experience centre operations and customer interaction including efficiency in operating communication channels.
• Manage daily running of the customer experience enablement function by liaising with colleagues in the company to gather information and resolve issues.
• Participate in the monitoring of random calls to improve quality, minimize errors and track operative performance.
• Liaise with the business units for continuous customer experience centre enablement support.
• Participate in customer surveys, staff development and training process.

Workforce Planning

• Develop customer experience centre workforce plan in line with the company requirements.
• Develop and manage customer data to improve the company operations, including optimisation of work schedules, identification of critical positions and reassignment of workers.
• Develop the operational workforce plan to assess the number and type of human capital required aligned to staffing plan and budget.

Policy Review and Implementation

• Contribute to the development and implementation of company policies, procedures and processes.
• Keep up to date with effective policy and practice execution strategies.

Quality Assurance

• Ensure compliance to quality requirements in all the processes.
• Develop and manage customer interactions through call monitoring and logging systems.
• Maintain and develop internal support and customer centre quality standards.
• Develop and manage call monitoring formats and quality standards.
• Provide recommendations for improvement to call flow, QA Guidelines and training.

Customer Analytics

• Manage the research team to carry out design and roll out research to check customer and market insights to support business case developments, products design and customer journey workings.
• Manage research design, analysis and the presentation of data to uncover unique actionable insights about customer behavior, technology & financial implications.
• Develop and maintain insightful hypothesis and identify methods to leverage company’s large internal data sets to validate hypothesis and work with proprietary data.
• Manage the data mining procedures for customer segmentation, customer value analytics and promotion results.
• Develop and monitor customer usage patterns/ metrics to advise opportunities for new products, services or opportunities for new revenue lines & user experiences.
• Create, implement, and distribute ad-hoc surveys based on internal stakeholder objectives.
• Manage the development metrics/ dashboards/ reports to identify trends and track the impact of key initiatives.

Operational Customer Experience Centre Coaching

• Manage the development of procedures regarding operations techniques and appropriate agent conduct.
• Train employees on new or updated customer experience centre procedures to improve their performance.
• Monitor customer experience centre daily operations to identify any areas of improvement.
• Ensure employees keep up their productivity and maintain high levels of customer satisfaction.

Reporting

• Prepare regulation reports as and when required to provide progress, updates, make recommendations to inform management decisions.
• Develop functional reporting systems, for management, projects or performance reporting.
• Prepare proposals, briefings, presentations, reports, and other documentation and provide management information both verbally and in writting.

Stakeholder Management

• Facilitate and manage communication with relevant internal and external stakeholders and progressively manage the relationships.
• Manage relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.
• Communicate with all levels of stakeholder contact.
• Represent the Fund in relevant external activities and events.

People Management

• Ensure the sourcing, development and retention of a high-performance team.
• Manage staff in the department to ensure that they achieve their objectives in line with the strategic objectives of the Company.
• Manage the implementation of human capital processes and procedures to control/ regulate workplace conflict and/or institute corrective measures and consultation processes to address deviations from standards.
• Ensure capacity development of staff and identify appropriate developmental opportunities.
• Manage performance of staff, mentor and couch staff.

For job related queries contact Arthur Matshaba at 083 394 8237