Manager Customer Service Operations at Telkom

Core Description    
Responsible to manage and co-ordinate operations and resources in respect of the Client Service Operations Service Management team, to achieve the respective targets and objectives within the division. Responsible for ensuring Client satisfaction and assist in defending current and growing future business.

Competencies    
FUNCTIONAL KNOWLEDGE

• Telkom Databases; Client Equipment; Telkom Openserve Infrastructure; Client Care; Meeting procedures; Associated Computer Software and applications required to perform duties; Meeting procedures; Project Management principles; Telkom # Openserve Policies and Procedures; Industry technology trends; Regulatory environment; Telkom # Openserve Policies; Telkom Openserve Products and Services; Conflict management; Financial Management; Business Acumen; Change Management; Business Planning and Business Processes

FUNCTIONAL SKILLS

• Decision making; Conceptual Abilities; Empowering; People Development; Presentation techniques and skills; Managing stress techniques;
• Planning; Research techniques; Negotiation; Problem solving techniques # abilities; Project Management; Computer literacy; Communication;Listening techniques both oral and written; Business Plan formulation; Coaching abilities; Cross functional teamwork; Emotional intelligence; Feedback techniques

ATTITUDES/ LEADERSHIP COMPETENCIES

• Business, Market and Organisational leadership; Personal and Thought leadership; Align values to Openserve Values; Resiliency; Diplomacy;
• Persuasiveness; Confidence; Responsibility and Accountability; Proactiveness; Client focus; Honesty; Quality awareness; Approachable;
• Adaptable; Assertive; Team work

Job Responsibilities    

• Implement and contribute to the Business Plan and design operational plan for relevant environment
• Identify targets and goals for relevant environment
• Ensure performance of the team in line with set performance targets
• Ensure quality and timelines are met
• Drive and manage implementation of solutions
• Monitor and measure success of above mentioned solutions
• Apply performance measures and incentives in a fair and equitable manner
• Display good leadership skills and ensure good people management
• Identify training and skills development needs and implement accordingly
• Compile human capital plan and workforce planning
• Ensure a safe and conducive work environment for all reportees
• Manage and contain finances within division
• Continue to build relationships with relevant stakeholders both internally and externally
• Motivate, lead, guide and mentor staff
• Grow and defend Client base

Required Certification    

• None.

Qualifications    

• Relevant 3 year degree/ diploma (at least NQF level 6) 5 Years relevant experience of which at least 2 years must be on supervisory level.

Experience    

• 5 Years relevant experience, of which at least two years should be on supervisory level (Experience in Customer Service management will be an advantage.)

Special Requirements    

• Ability to work under pressure. 
• Valid drivers Licence
• 24 Hours availability

Closing Date: 15th, March 20222