Senior Manager, Customer Service

Main Purpose of the Role:

To manage the activities of the Customer Service Sr Manager is to optimize resources, and drive processes that influence the customer experience in line with the company's vision and values. The position also produces reports and works within a community of managers to improve the overall quality of service to ZIM's customers.

Main Tasks:

• Ensure negative survey results are investigated, documented, and incorporated into ad hoc reporting as needed.
• Establish clear performance expectations for frontline managers and hold them accountable for leadership routines and desk-level achievement.
• Monitor team performance data to identify trends, gaps, and process breakdowns; recommend and support process improvements within the Support Services team.
• Present high-level analysis of workflow bottlenecks, operational inefficiencies, and improvement opportunities for leadership. level analyses of workflow bottlenecks, operational inefficiencies, and improvement opportunities to leadership.
• Develop clear, concise reports and presentations that synthesize information from Senior Manager to Director level and above.
• Support department wide initiatives through structured information management, communication support, and strategic documentation.

wide initiatives through structured information management, communication support, and strategic documentation.

• Perform other duties as assigned to support department objectives.