Overview
Omni Channel Administrator Jobs in Johannesburg, Gauteng, South Africa at Lesaka Technologies Inc.
Title: Omni Channel Administrator
Company: Lesaka Technologies Inc.
Location: Johannesburg, Gauteng, South Africa
Job Description
🚀 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!
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