Service Manager Job at Metropolitan in Centurion

Job Title: Service Manager

Centurion

    Position Purpose

    Provide an effective and efficient service to clients by receiving, evaluating and responding to telephonic/electronic enquiries timeously.

    Experience & Qualifications

    • Matric/Grade 12
    • Matric with Maths and/or Accounting preferred
    • 2 years contact centre management experience essential
    • 2 to 3 years experience in a service industry essential

    The Incumbent will be responsible for:

    • Internal Collaboration:
    Effective and consistent service delivery and support to all internal clients.
    • Customer Engagement/Retention/Customer service strategies:
    Engagement/Retention of clients within current portfolio.
    • External Customer Satisfaction:
    Effective and consistent service delivery and support to internal and external clients.
    • Team Work:
    Responsible overall for the achievement of set team targets.
    • Risk Management/Compliance:
    Take responsibility for managing both reputational and financial risk as a result of interactions with both internal and external clients.
    • Internal and External Relationships:
    Maintain relationships (internally and externally) by: Successfully networking internally and externally to ensure successful delivery of client centric service.
    • Grow and mentor staff members within the team.
    • Foster a learning culture.
    • Deliver AWESOME service to clients:
    Respond to and provide first time resolution and quality driven responses to e-mails within 15 minutes: Respond to and provide first time resolution and quality driven responses to all responsible to ensure that it is achieved. Correspondence within the specified SLA in order to achieve the teams' 95% same day turn around; Answer and provide first time resolution and quality driven responses to all calls in order to achieve the teams' less than 1% lost call rate; Take accountability to ensure that work queues including personal queue are left on zero daily; Maintain a less than 5% fail rate for the individual team member; CSI of greater than 80%; Provide a minimum of 7.5 production hours with a head count equivalent if not less than 1; Meet and adhere to daily basket of work targets.
    • Improvement of Knowledge:
    Compulsory writing of all biweekly and e-learning assessments with a 95% pass rate; The staff to take full accountability to keep updated with process/product and system changes; Contribute to and keep up to date with the Knowledge Base.
    • Performance and Development:
    Manage own performance and development.
    • Internal Collaboration:
    Ensures effective and consistent service delivery and support to all internal clients within the agreed timeframe of 24 Hours on all queries in line with Company Values and Treating Clients Fairly Principles.
    • Values:
    Live the Momentum values.

    Competencies Required

    Deciding & Initiating Action
    Leading & Supervising
    Working with People
    Adhering to Principles & Values
    Persuading & Influencing
    Presenting & Communicating Information
    Writing & Reporting
    Planning & Organising
    Delivering Results & Meeting Customer Expectations
    Adapting & Responding to Change
    Coping with Pressures & Setbacks
    Achieving Personal Work Goals & Objectives
    Basic Computer Skills
    Driving Skills
    Customer service skill/ability

    Additional Information

    Please note that ONLY applicants that have managed a team in a Contact Centre with Life Cover Products may apply for this position. Please do not apply if you do not meet this essential requirement.


How to Apply:

http://careers.metropolitan.co.za/psp/Applicant/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_CE.GBL

Deadline: 02/02/2014