Job title : Service Manager (Gauteng)
Job Location : Gauteng, Deadline : July 18, 2025 Quick Recommended Links
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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 requiredEnsure Service Level Agreements are maintainedFormulate working document to ensure operational excellenceEffectively manage consumer linesMeet annual goals as described in strategy scorecardEnsure staff receives relevant communication e.g. on promotions, new product lines, etcCustomer / Client Satisfaction
Provide regular feedback to management and client(s)Build and maintain sound working relationships with customersSolve all escalated customer queries and problemsHold status meetings with teamIntroduce client to role-players in when necessaryManage information support and reportsEnsure customer surveys are conducted monthlyEffective administration
Ensure daily, weekly and monthly reports are submitted to both clients and managementUpdate management regularlySubmit all necessary salary and benefit inputs timeouslySubmit monthly billing of services provided to clients to MIS AdministratorIssue vouchers to administratorsRequest voucher stock and input on voucher systemRequest and order vouchers from client when necessaryEffective teamwork and self-managementFollow 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 managementDemonstrate consistent application of internal proceduresPlan and prioritise, demonstrating abilities to manage competing demandsDemonstrate abilities to anticipate and manage changeDemonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational needsEffective people managementTake 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 :
RecruitmentDevelopmentRemuneration and RewardsPerformance ManagementCareer path planningOn-the-job training, coaching & mentoringEnsure appropriate levels of management and accountabilityMotivate, delegate and empower appropriately, enabling direct reports to take responsibility and display creativity and initiativeIdentify training needs and train subordinatesConduct monthly staff team meetingsTake corrective action when necessary in terms of managing poor performanceConduct quality assessments weeklyConduct coaching sessions weeklyEnsure appropriate control of budget and expenses for the call centreMeasure staff performance in accordance with scorecard objectivesKey Competencies :
Relationship buildingAgilityService excellenceQuality and detail excellenceCommunicationOrganisational awarenessCoaching & development of othersCritical thinkingPerformance & results drivenEmotional maturityTeam leadershipSystemic thinkingRequirements
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 centreKnowledge, Skills & Abilities :
Verbal and written communicationPlanning and organisingMonitoring and developing peopleCustomer service orientationAnalysis and attention to detailStrong results orientation and driveCommercial orientation (including applied business numeracy)Building relationships and teamworkOrganisational awarenessCustomer Service jobs