Customer Success Manager

Callbi is expanding

We are an exciting cloud-based speech analytics product founded in 2019 within the Alphawave Group. Speech analytics drives positive change in contact centres by being an enabling technology. It allows contact centres to provide a better service without having to manually listen to millions of calls. Due to Callbi’s affordability and the increasing demand for cloud-based speech analytics, we have experienced strong growth since its inception.

Who we’re looking for

We are looking for an enthusiastic Customer Success Manager with experience and understanding of contact centre operations and QA processes. This position requires multiple talents, being able to adapt to different tasks and help customers productionalise speech analytics and adapt their processes. Required skills include strong analytical, training and communication skills, strong Excel skills, and the ability to learn to implement/use speech analytics technology made easy.

The ideal candidate for this position enjoys a fast-paced, adaptive, and remote start-up-like environment as part of a small, tight team, with the opportunity to make a significant contribution within Callbi daily:

• Work closely with Customer Success Executives, with an in-depth understanding of requirements
• Perform customer training
• Help customers build and refine text queries and dashboards to realise insights
• Help build and develop text queries for Callbi’s generic query library
• Aid in the development and maintenance of training collateral
• Cautiously take initiative and responsibility while learning from others and working together as a team

Essential Criteria

• At least 2 years experience in a leadership or specialist role in Contact Centre Operations, QA or Training
• For example:
• Senior QA Analyst
• Operations Manager/Team Manager
• Assistant Call Centre Manager
• Senior Trainer
• Business Analyst
• MI / Insights Analyst
• Ability to work with data and doing trend analysis
• Computer literate: At least a 3-year track record using Excel and other basic products
• Experience in training and development
• Comfortable using teams/zoom/meet for remote training
• Proficiency in one or more South African vernacular languages (e.g. Zulu, Xhosa, Sotho, Tswana) is an advantage
• Relevant degree or diploma beneficial

Non-Technical skills

• Good analytical, problem-solving and data visualisation skills
• Good verbal and written communication skills
• Understanding of contact centre business KPIs
• Attentive to detail and ability to think creatively outside the box
• Self-motivated to deliver quality work
• Able to work well in a team as well as individually
• A positive outlook on work and other people
• Excited about learning, pushing technical limits and finding new solutions
• Non-adversity to change and ability to adapt

Perks

• Work within a strong, growing team of intelligent members
• Modern, exciting, innovative and fun work environment
• Retirement annuity incentive

Terms and Conditions

• Competitive, market-related salary.
• Starting ASAP, remote work
• Please send a comprehensive CV