• Job Description

  Req#: R1474008

  Job Title:

  Country Lead South Africa (North American market)

  Job Description

  The Country Lead, South Africa (North American Market) is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes. The role has significant levels of responsibility and accountability for operational delivery and to increase revenue and performance within existing accounts.
  
  Ideally this role will be based on site in either Durban, Cape Town or Johannesburg

  Duties and Responsibilities

  • Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.
  • Responsible for Profit and Loss, or Profit Centre/Cost Centre budgets.
  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
  • Maintain relationships with customers in order to facilitate open communication, understand customer perspectives and monitor customer satisfaction.
  • Drive continuous operating improvement and quality performance of regional metrics such as quality, productivity, staffing, attrition and cost, empower and engage the customer service team.
  • Identify new tools and technologies to better serve the customer.
  • Accountable for ensuring full regulatory compliance and legal requirements; identification of any potential risk issues.
  • Define, negotiate and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning to plan the required resource in conjunction with business objectives and service level agreements.
  • Work effectively with all peers and stakeholders, including Commercial, Finance, Marketing and Operations to negotiate and influence customer improvements.
    

  Required Experience

  • Extensive experience of managing operational customer service teams.
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Proven management and/or relationship management at a senior strategic level role.
  • Established track record of exceeding targets, KPI’s, SLA’s in a quality led, legislative compliant environment.
  • Demonstrate ability to motivate and communicate with others at all levels.
  • Influential relationships skills at all levels. Able to use these relationships to deliver service improvements.
  • Excellent communication and negotiation skills.
  • Able to adapt and success in a changing environment.
  • Evidence of well-developed leadership skills.

  Location:

  ZAF Durban - 6 The Terrace, Westway Office Park, Westville

  Language Requirements:

  Time Type:

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• About the company

  Concentrix,is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.

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