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Support Centre Manager | Cape Town North

Support Centre Manager | Cape Town North

Job Title: Support Centre Manager | Cape Town North
Location: Western Cape
Industry:
Salary: 0.00
Reference: JN -112016-7145
Job Published: February 10, 2017 05:27

Job Description

Support Centre Manager | Cape Town North
 
The Support Centre Manager is required to:
  • Ensure the Support Centre meets and exceeds customer and business needs.
  • Together with the executive management team, responsible for the setup of day-to-day systems and process for the effective running and management of the Support Centre
  • Talent Management & Staff Development of Support Centre Agents. Define achievable targets and goals for agents and teams to ensure customer and business needs are met.
  • Daily and weekly tracking of Support Centre tickets, to assist the support team where needed, setup necessary training, raise risks with executive management or suggest process/business improvements
  • Regular reporting (minimum monthly) on support centre activity for effective executive management decision making
  • Put in place a sustainable supervisory and management structure to sustain the day-to-day functioning of the department.
  • As required, work of an electronic ticketing system processing insurance queries, claims and other related tickets
  • Support the Regional Operations Coordinators on the road (Considered an in office extension of the Support Centre Agents) with their support tasks.
  • Ultimately responsible for follow up on escalated tickets as per support centre SLA requirements
 
Specific Requirements:
  • Minimum of 5 years experience at a management level in the Support / Contact Centre Environment
  • Minimum of 3 years in a Management Role
  • Completed Support / Contact Centre courses or relevant management courses
  • High energy and target driven
  • Self-motivated, self-disciplined with excellent time management;
  • Good problem solving skills with the ability to comprehend complex processes
 
Advantageous
  • Relevant Diploma / Degree/ Tertiary Qualification
  • Previous experience working in Africa, outside South Africa
  • Communication in local Zimbabwe languages; Shona and/or Ndebele
  • Preference will be given to candidates with previous insurance or general financial services work experience