Student Support Manager/Team Leader (JB3186)

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