Manager: Service Centre at BCX

Key Deliverables / Primary Functions

• Maintain & exceed customer satisfaction and provide remote support to clients with excellent service quality
• Ensures competent staff in all key positions.
• Motivates staff to deliver high quality service and to maintain staff retention.
• Defines service level standards.
• Monitors and reports on services provided.
• Takes prompt corrective action where service is below standard.
• Measure’s customer satisfaction levels.
• Monitors trends and analysing of volumes to be able to identify possible problems to reduce calls.
• Ensures that customers and internal services delivery & account management are kept informed on high priority calls.

Functional Skills and Knowledge Required

• IT Process and Procedures; Problem Solving; Business Process functions
• Development Tools and functions, Dev life cycle
• Understanding; Delphi; Firebird; SQL; C#; Web services
• Scrum / JIRA / TFS / Azure DevOps

Functional Skills and Knowledge Required

Knowledge

• Good understanding of the total BCX Retail business model.
• In depth knowledge of the customer requirements.
• In depth understanding of client SLA’s and how to implement and manage them.
• Good understanding of general management practices.
• Good understanding of basic financial and commercial factors.
• Good understanding of the BCX Service lines.
• Good understanding of Helpdesk trends and tools in the industry.
• Retail and Point of Sale knowledge.

Skills

• Good people management skills with the ability to guide and develop subordinates.
• Strong ability to provide leadership and direction.
• Good general management skills.
• Ability to provide strong thought leadership.
• Good verbal, written communication and presentation skills.
• Good report writing skills.
• Well presented.
• Articulate.
• Attention to details.
• Ability to analyse customer needs and devise solutions.
• Good decision-making skills.
• Good skills for problem negotiation.
• An ability to handle pressure.
• Strong problem-solving and conflict-handling skills.
• Ability to monitor and control expenditure within budget.

Behavioural Competencies Required

• Natural leadership
• Team player
• Goal-driven and ambitious
• Strong business acumen
• Analytical thinker
• Proactive
• Passion for customers
• Good listener
• Dynamic and adaptable
• Good self- discipline and control
• Routine orientated
• Discipline to work remotely

Skills\Experience

• 3 -5 years’ experience in:
• coding experience
• project management
• Scrum
• JIRA
• TFS
• Azure
• Dev OPS

Qualifications

• 3 Year degree/ diploma (NQF 6) or Grade 12