Service Manager (Gauteng) at Smollan

Description
Job Summary:

• To ensure the effective and efficient management of the consumer line call centre operation by ensuring that call centre services rendered to customers / consumers is in accordance with the clients’ requirements.
• Key Responsibilities and Deliverables:

Effective operational management

• Ensure correct resources are allocated when required
• Ensure Service Level Agreements are maintained
• Formulate working document to ensure operational excellence
• Effectively manage consumer lines
• Meet annual goals as described in strategy scorecard
• Ensure staff receives relevant communication e.g. on promotions, new product lines, etc

Customer / Client Satisfaction

• Provide regular feedback to management and client(s)
• Build and maintain sound working relationships with customers
• Solve all escalated customer queries and problems
• Hold status meetings with team
• Introduce client to role-players in when necessary
• Manage information support and reports
• Ensure customer surveys are conducted monthly

Effective administration

• Ensure daily, weekly and monthly reports are submitted to both clients and management
• Update management regularly
• Submit all necessary salary and benefit inputs timeously
• Submit monthly billing of services provided to clients to MIS Administrator
• Issue vouchers to administrators
• Request voucher stock and input on voucher system
• Request and order vouchers from client when necessary
• Effective teamwork and self-management
• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained including meeting all deadlines.
• Ensure data integrity of all reports to client and management
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational needs
• Effective people management

Take full responsibility for performance management of all direct reports, managing their performance in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management:

• Recruitment
• Development
• Remuneration and Rewards
• Performance Management
• Career path planning
• On-the-job training, coaching & mentoring
• Ensure appropriate levels of management and accountability
• Motivate, delegate and empower appropriately, enabling direct reports to take responsibility and display creativity and initiative
• Identify training needs and train subordinates
• Conduct monthly staff team meetings
• Take corrective action when necessary in terms of managing poor performance
• Conduct quality assessments weekly
• Conduct coaching sessions weekly
• Ensure appropriate control of budget and expenses for the call centre
• Measure staff performance in accordance with scorecard objectives

Key Competencies:

• Relationship building
• Agility  
• Service excellence  
• Quality and detail excellence 
• Communication
• Organisational awareness
• Coaching & development of others
• Critical thinking 
• Performance & results driven
• Emotional maturity
• Team leadership
• Systemic thinking

Requirements
Minimum Qualifications:                            

• Diploma/Degree at NQF level 7 (B Com degree preferable)

Minimum Experience:                                  

• 5 - 6 years’ experience at middle management level within a call centre

Knowledge, Skills & Abilities:                   

• Verbal and written communication
• Planning and organising
• Monitoring and developing people
• Customer service orientation
• Analysis and attention to detail
• Strong results orientation and drive
• Commercial orientation (including applied business numeracy)
• Building relationships and teamwork
• Organisational awareness