Century City, Cape Town
Market Related
To maintain customer satisfaction, service delivery, and student retention through effective management of the student support and student services department and related sub-departments.
Educational Requirements
Post Grade 12 Qualification
Excellent people management experience within a customer service environment
Call center supervisory experience in customer service environment
MS Office proficient
Duties And Responsibilities
Management, development, and leadership of staff
Manage Team Leaders and Student Advisors
Setting performance targets and standards, motivation, drive and monitoring performance
Ensure service level agreements are achieved, daily stand-ups
Management of policies and procedures
Update and implement policies and procedures providing service delivery
Operations planning and reporting
Formulate annual budgets for the department and provide operational direction regarding customer retention and service delivery
Weekly and monthly reports, forecasting human resources and IT resources required
Proposals for staff incentives
Management of department payroll and spend
Audit telephone use and spend, overtime claimed, cost-saving measures
Identify new tools and technology
Adhoc duties and special projects