Service Manager

Posted 4 months ago

Service Manager – Centurion



Job Features

Occupational levelJunior Management
DepartmentContact Centre
LocationCenturion
Closing Date28th February 2018

KPA's

Role Purpose

To pro-actively manage Service Operations, Service Levels and Service Quality on a day to day basis in the BCC, taking action to ensure Effective and Efficient Operations. The service manager must also manage staff’s performance. To enhance customer satisfaction by ensuring an effectively run Building Control Centre..

Main Outputs

  • Prioritise work according to urgency and importance
  • Maintain and enhance current BCC processes
  • Manage performance and quality management of staff
  • Provide coaching/mentoring to Team Leaders and Agents
  • Quality audits for corrective actions and service improvement
  • Manage customer expectations and build Customer relations
  • Monitor & manage expenses within set budget, i.e., audit of monthly overtime expenses
  • Become part of the Customer EMT team.
  • Be on standby every 2nd week for escalations
  • Key Competencies
  • The right person must have the following competencies:
  • Result Oriented

Functional/ Technical skills

  • Customer/Client Focus
  • Relationship Building
  • Initiative/Proactive
  • Empowering
  • Dealing with ambiguity
  • Listening
  • Written Communication
  • Motivating others
  • Problem Analysis
  • Oral Communication
  • Stress tolerance
  • Decisiveness
  • Judgment
  • Team work
  • Guiding & Utilising resources
  • Planning/ objective setting
  • Personal Impact/ Persuasiveness

Qualifications and Skills

The Applicant must meet the following requirements:

Completed Call Centre Management qualification or Technical diploma S4/N6 or equivalent Qualification

Matric/Grade 12

Valid SA drivers license

+- 4 years or more managerial experience

Technical Experience in Electrical or Mechanical Engineering

Strong People Management skills

Knowledge of Budgets

Proven leadership capacity skills/role

Webforce, SAP and RMS

Intermediate/Advanced Microsoft office

Applications: excel, word, outlook

Knowledge of ergonomics and illumination



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