Customer Contact Comms Senior Analyst-Voice

Skill required: Omnichannel - Customer Communications

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

What would you do? We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS & online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver ?? supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call center operations, effective leadership, analytical thinking and cross-functional collaboration.

What are we looking for? Reports toEngagement Centre ManagerNumber of Direct Reports 10-20Core RelationshipsInternal ?? Engagement Centre Mgr., Quality & Training, Marketing & Supply Chain, HR, ITExternal - Customers and Consumers, occasionally 3rd parties (eg. Logistics)Geographic Scope South AfricaTravel RequiredNo?¢ESSENTIAL Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, the following experience and skills are required:Experience Required?¢Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies?¢Experience in a supervisory or team lead role, with strong leadership, coaching, and mentoring skills?¢Excellent communication, interpersonal, and conflict-resolution skills ?¢C1 English Level?¢Experience with SAP and Salesforce, workforce management tools and KPI dashboards?¢Ability to thrive in a fast-paced, target-driven environment?¢Certifications in customer service or leadership (a plus)

Roles and Responsibilities: ?¢Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence?¢Monitor and manage day-to-day operations across all communication channels?¢Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution?¢Review team and individual performance data, identify trends, and drive continuous improvement?¢Prepare and present daily/weekly/monthly performance reports?¢Create concise and impactful operational briefing decks for stakeholder meetings?¢Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives?¢Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes?¢Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement?¢Manage team schedules, attendance, and adherence to shift timings?¢Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines?¢Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics?¢Foster a positive, inclusive, and high-performing team culture?¢Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching
 Qualification Any Graduation