Job Title: Customer Experience Leader

Location: Richefond Circle , Durban

Salary: up to R540 000.00 per annum DOE

Hours: Monday to Friday 9am -7pm / UK Time zone dependant

This is a permanent full-time role as a Customer Experience Leader in our Richefond Circle, South Africa office. The role is on-site. 

Kura provides award-winning outsourced  contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.

We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People."

What if you worked with a company that has the same passion for delivering high quality customer service as you? What if that company was highly focused on developing you as an individual, invested in growing your leadership and management skills, and giving you both the tools and autonomy you need to be successful?

If you have experience in delivering operational and commercial performance through people, ultimately delivering value add to clients then this role is for you. Key responsibilities for this role:

• Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements, and customer satisfaction target.
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client & Business Satisfaction
• Lead, develop, motivate, and coach Kura Coaches enabling them to lead and manage their Advisors to deliver a superior level of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
• Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Create and maintain a strong performance driven working environment
• Communicate effectively with your team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA reports

As well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include Medical Insurance, an employee assistance program, Canteen allowance, and more.

Educational Essential:

• Excellent written, numeracy, verbal and presentation skills.
• Highly proficient in MS Office applications

Skills & knowledge Essential:

• Contact centre operational management and strategic planning experience
• Effective leadership through team building , development, and a strong coaching culture
• Highly focussed and driven
• Great ability to coach the coach
• KPI management and proven track record of achievement
• Ability to create dynamic and highly performing teams
• Commercial awareness and financial management
• Thorough understanding of resource optimisation and delivery
• Excellent client relationship management
• Excellent written, verbal and presentation skills
• Act with integrity at all times when representing our business and its people
• Ambassador for KURA values and brand Preferred
• Solutions thinking and driven
• Endless enthusiasm with determination to overachieve on set targets

If you want to be part of a team where you will have the opportunity to grow & develop then this could be the role for you.

To apply, click apply Now or contact the team

Email us: ksarecruitment@wearekura.com