Customer Services Manager at Discovery Limited

Job description

Key Purpose of the role

Assumes accountability for the service delivered to all Discovery clients from a Call Centre perspective . Effectively manage the Client Services Call Centre within the Service Team.

Areas of responsibility may include but not limited to

• Improve service delivered by the Service Team to all the Discovery clients
• Communicate effectively to all Discovery clients and stakeholders about Service Team issues
• Adhere to standard operating procedures and/or laid down policies and procedures
• Develop best practice Call Centre policies and procedures
• Resolve conflict optimally in disciplinary and grievance situations.
• Ensure compliance with all relevant Call Centre policies.
• Assist with resource planning where necessary
• Ensure that SLA (internal & external) is in place and reached
• Ensure effective and efficient budgeting and forecasting of headcount, cost etc
• Influence and motivate staff to high levels of performance
• Develop optimal relationships with all stakeholders who influence the efficiency of the organisation, externally or internally
• Build strong team relationships which generate energy towards strategic achievements
• Promote harmonious cultural diversity within the Service Team
• Develop and empower employees and promote an environment of continuous learning
• Acts as a mentor and counselor in development issues at an individual and/or group level
• Identify, develop and maintain appropriate skills levels aligned with strategic intent
• Communicate regarding strategy and influence people to strive towards the achievement of the strategic objectives of the organisation
• Constantly monitor and drive achievements of strategy
• Display innovation and creative thinking in optimising the performance of the Service Team and the organisation as a whole
• Be a role model for all in regard to performance, values and commitment to the goals of the organisation
• Engage others in decision making, encourage consultation but be responsible for effective decision making
• Build relationships with employees that promote and support trust, confidence and the achievement of mutual needs
• Be a champion in supporting excellence in client service.
• Constantly drive results through others

Education and Experience

• Two or more years leadership/management experience within a call centre
• Four or more years call centre operations
• Six or more years experience within a Service Industry
• Grade 12 with Mathematics
• Basic knowledge of Resource Planning Principles
• Previous/Current Client Service Manager
• BComm or related degree
• Formal training in Coaching Skills
• Computer Literacy, including all Microsoft products, in particular Excel, MS Office, MS Outlook
• Proficient in English SLA

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply