Student Support Supervisor at Educor Holdings

MAIN PURPOSE OF JOB:
To maintain customer satisfaction, service delivery and student retention through effective management of the Student Support and Student Services Department and related sub-departments.

REQUIREMENTS OF THE JOB:

• Grade 12
• Tertiary qualification
• Excellent people supervisory qualification or relevant working experience
• Excellent communication skills
• PC skills, MS office proficient
• Professional and confident telephone manner
• Excellent organisation, negotiation and admin skills
• Ability to research and compile business cases
• Experience in call center technologies

KEY PERFORMANCE AREAS:

• Manage team leaders and student advisor
• Recruitment and training
• Weekly, monthly reports for Operations Manager
• Operational planning and execution in contact centre
• Strategic forecasting and re-reengineering of department to enhance service excellence
• Contact centre/department and client data analysis
• Ensuring that service levels are achieved and enhanced with clients and service providers
• Performance management
• Regular staff meetings
• Ensuring agent motivation and alignment to business protocols, vision and mission
• Oversight and day to day management of staff within department
• MIS reporting
• Management, development and leadership of staff
• Management of policies and procedures
• Operational planning and reporting
• Management of department payroll and spend
• Adhoc duties

Qualifications
REQUIREMENTS OF THE JOB:

• Grade 12
• Tertiary qualification
• Excellent people supervisory qualification or relevant working experience
• Excellent communication skills
• PC skills, MS office proficient
• Professional and confident telephone manner
• Excellent organisation, negotiation and admin skills
• Ability to research and compile business cases
• Experience in call center technologies