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!
