Touch Point Manager at Cell C

Purpose of the Job:


To manage the level of service delivered to customers at various Customer Care touch-points, in order for Customer Care to deliver an exceptional customer service that contributes to overall customer satisfaction.


Main Responsibilities:

Strategic Implementation


Implement the development of the strategy, operating model and policies and processes for the Customer Support department and support the overall Customer Care strategy in conjunction with a sound operational understanding
Implement the divisional operations plan to the strategic objectives of the Customer Care department
Develop, implement and revise the policies and operational procedures to ensure functional effectiveness of the department and division
Develop the Customer Experience Management framework for the Cell C exclusive customer
Manage and maintain relationships with the relevant stakeholders in the business for the division and company
Ensure all programmes/initiatives are aligned with global business strategy and industry best practice


Quality Assurance


Ensure that the team members meet their targets
Managing staff and planning workload
Monthly and weekly team meetings
Meeting internal and external stakeholders
Assist stakeholders with any problems or issues that might arise and escalate any issues that cannot be resolved
Ensure that team members meet Cell C Quality Standards
Manage team key deliverables and identify any training requirements
Coaching and motivating staff
Manage monthly and ad hoc reporting
Implementing best practice


Process Development


Identify new initiatives for maximizing growth through customer experience strategies
Oversee systems and controls to adequately meet and maintain service levels and KPI's
Accountable to achieve customer service and customer support objectives


Business Development


Set operational objectives as defined by the Operational Business Plan
Oversee the customer relationship to ensure high levels of customer satisfaction whilst growing business integrity
Maximize performance of the Contact Centre and relevant customer touchpoints through the best use of available resources
Develop and facilitate inter-departmental and divisional relationships to improve working practices, knowledge and efficiency
Provide high level feedback on deliverables to SLT within business


Cost and Budget Management


Prepare the budget within area of control
Manage the approved budget for area
Provide input into the departmental monthly budget report
Prepare and monitor reasons for cost tracking and variation reports
Make recommendations for budget-affecting change requests without impacting on the customer experience
Inform management timeously of potential over-spend
Motivating for additional budget in line with continuous improvement initiatives


Health and Safety Compliance


Strictly apply and adhere to Cell C Health and Safety procedures and rules
Manage conformance to legislation and Cell C Health, Safety and Environmental standards
Manage, identify and minimize Cell C's exposure to operational risk
Monitor, investigate and report all health and safety matters and incidents


Staff Management


Ensure all recruitment Job Description s are updated to reflect the new operating model
Recruit employees; assign and direct work, oversee their development, identify training needs and maintain staff competence
Establish and evaluate Key Performance Indicators
Provide an advisory and support function
Create open channels of communication with staff
Initiate the appropriate Labour Relation action required
Uphold HR policies and procedures
Conduct regular performance appraisals


Perform any related duties as requested by Managing Executive Customer Care

Minimum Qualification


Degree in Marketing, BSc, BCom or equivalent


Experience


8 years overall relevant experience
5 + years of experience in a Contact centre environment
3 + years of experience in a Senior Managerial role
1 + years of experience in a Customer Experience environment
1 + years of experience in managing a Contact Centre for Corporate and Business Customers
Strong understanding of Telco operations
Strong record of leading and mentoring staff
Strong understanding of all Contact centre support elements


Closing Date 09 April 2026