Job Description

The purpose of the Senior Operations Manager is to provide senior managerial operational excellence in the Customer Experience HubsCX HUB service delivery whilst delivering comprehensive operational solutions and results. The role oversees all operational aspects of the customer contact centre with a focus on customer service delivery, quality assurance, agent training and development, data analytics and performance insights, and most importantly, the continuous improvement and optimisation of our customer experience. The role seeks to engage all stakeholders in the value chain to ensure that cross-functional collaborative efforts are made to identify and remove barriers to achieving best-in-class customer service experience. The role participates in shaping the CX HUB strategy and develops tactical operational strategies to ensure the achievement of strategic and performance goals.Job Advert Details
Job Category Customer Service
Job ObjectivesCustomer Centric Delivery

• Shaping and supporting in the design and development of the CX HUB operations strategy for theCX Hub in collaboration with other functional leaders and teams to ensure that we place the customer at the centre - delivering on our goal of being customer centric in everything we do!
• Taking operational accountability and oversight: (above areas)

People (Self, Team & Organisational)

• Prioritise customers by aligning with Shoprite Group values and leadership behaviours, ensuring customer satisfaction with the best solutions.
• Drive an agile, customer-centric culture, executing with speed, accountability, and ownership to meet customer needs effectively.
• Foster an employee wellness culture, actively developing talent, recognizing exceptional work, and building high-performing teams.
• Promote open communication, aligning efforts, supporting each other to achieve objectives, and continuously improving team effectiveness.
• Uphold Shoprite Group values by demonstrating empathy, respecting diversity, behaving ethically, and enhancing the lives of those around us.

Financial, Reporting and BI

• Managing the CX HUBoperational costs within an allocated budget (headcount/staffing/training).
• Ensuring data accuracy, integrity, and maintenance CX HUBof all operational data and reporting.
• Generating new data possibilities that support decision making within the CX HubCX HUB and other functional areas supported by the CX HUBCX Hub
• Providing and sharing relevant insights to shape customer experiences and respond to their preferences.

Governance & Compliance

• Ensuring that the CX HUB complies with relevant regulations (people, customers etc.) and organisational governance frameworks and standards.
• Implementing CX HUB structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
• Ensuring the identification and mitigation of risks related to CX HUB service delivery.

Future-Fit

• Overseeing the identification of relevant CX HUB technology requirements to enable a seamless customer experience.
• Ensuring CX HUB integration and effective flow of work with other functional areas across the Group.

Qualifications

• Degree/Diploma in Contact Centre Management, Operations Management, Business or equivalent / alternatively extensive experience within a Senior Contact Centre Operations role - (essential).

Experience

• +6 years in a leadership capacity in a (BPO / Omni-Channel) Contact Centre, Customer Interfacing, or equivalent role - (essential).?
• Contact Centre Experience within the FMCG, retail sector or similar - (advantageous).

Knowledge and Skills

• Proven track record of success in managing Contact Centre practices, as well as driving and managing Service Level Agreements - (essential).

Shoprite Holdings