Omni Channel Administrator

We’re Hiring: Omni Channel Administrator

Purpose of the Role

Ensures seamless management, optimization, and continuous improvement of all customer communication channels, overseeing workflows, monitoring system performance, analysing operational metrics, and resolving issues to deliver a consistent, efficient, and high-quality customer experience across all touchpoints.

Reports to: Project Enablement and Quality Manager

Key Responsibilities

Channel Performance Reports

• Collect and analyse data from all customer communication channels, including email, chat, and voice Generate regular performance reports highlighting key metrics and trends
• Identify patterns of delays or inefficiencies in customer interactions
• Provide actionable recommendations to improve response times and service quality
• Present findings to stakeholders and support strategic decision-making for channel improvements

Workflow Optimization Managed

• Review current workflows across channels to identify bottlenecks and redundancies
• Design and implement process improvements to increase efficiency
• Coordinate with customer care teams to test and refine workflow changes
• Track the impact of workflow adjustments on customer experience and team productivity
• Document optimized workflows for team reference and training purposes

Issue Resolution Tracked

• Monitor system alerts and customer complaints for operational issues
• Log and categorise incidents to ensure timely follow-up
• Collaborate with Technology and platform teams to resolve technical problems
• Verify that issues are fully resolved and services are restored
• Maintain a historical record of issues to prevent recurrence

System Configuration Maintained

• Set up and configure omni-channel platforms according to operational requirements
• Apply updates, patches, or configuration changes to maintain system integrity
• Conduct regular system checks to ensure consistent performance
• Troubleshoot and resolve platform errors or misconfigurations
• Coordinate with vendors or technical teams for advanced system support

Knowledge Base Updated

• Create and update SOPs for omni-channel processes
• Document step-by-step procedures for resolving common issues
• Maintain a repository of best practices and troubleshooting guides
• Ensure all team members have access to updated knowledge resources
• Review and revise content regularly to reflect process or system changes

Cross Functional Support

• Collaborate with technology and customer experience teams on improvements
• Provide channel expertise during platform upgrades or new deployments
• Support training sessions and onboarding for new team members
• Act as a point of contact for operational questions or escalations
• Participate in projects to enhance omni-channel integration and customer experience

Core Competencies

Leadership & Behavioural

• Analysing and forming opinions
• Devotion to Quality
• Cooperation
• Service Orientation
• Results driven
• Innovation
• Directing

Technical / Proficiency

• Omni-Channel Platforms – Understanding of chat, email, and voice systems architecture and functionality
• CRM Systems – Knowledge of customer relationship management tools, data structure, and integrations
• Reporting & Analytics Tools – Familiarity with data visualization, metrics, and performance dashboards
• Workflow Automation – Understanding of automated processes, triggers, and system logic
• Ticketing Systems – Knowledge of issue tracking, ticket workflows, and escalation paths

System Integrations / APIs – Awareness of how systems connect and exchange data securely

Qualifications & Experience

Bachelor’s degree in Business Administration, Information Systems, or a related field

2–4 years in a customer service operations, call center, or omni-channel environment, preferably in fintech or payments

Certifications (Preferred)

ITIL Foundation

Six Sigma or Lean

CRM platform expertise

Customer experience or project management credentials

Compliance & Requirements

POPIA, FICA, Customer Protection Act, PCI-SS

Knowledge Requirements

Products

• Fintech merchant services and payment processing workflows
• Customer support platforms: email, chat, and voice
• CRM tools and omni-channel integration
• Operational procedures, compliance, and risk controls

Systems

• Omni-channel platforms (chat, email, voice)
• CRM systems (Salesforce)
• Reporting and analytics tools (Power BI)
• Workflow automation and ticketing systems
• Internal operational and knowledge management systems

Processes

• Customer service and support workflows
• Issue tracking and resolution processes
• Workflow optimization and efficiency improvement
• Standard Operating Procedures (SOP) management
• Escalation management and cross-functional coordination

Ready to drive seamless omni-channel experiences?

Apply now or share this opportunity with a suitable candidate!