Operations Management

• Ensure customers experience is of high standard and service by monitoring individual performance indicators on a day to day basis.

• Coach and counsel the individuals and/or team daily as per the set performance indicators versus achievement trends as well compliments and complaints feedback received, for informed continuous improvement initiatives and motivation.

• Ensure the successful resolution of escalated customer queries from customers within agreed SLA timelines.

• Ensure the team has full understanding and training on the products and promotions for effective customer engagements.

  
  

• Ensure employees understand and adhere to all operational processes and procedures, to enable empowerment and efficiencies in the day to day running of the business.

• Ensure employee participation and understanding, on all changes made in the team.

• Actively manage absenteeism and partner with Service Centre Manger and HR if needs be.

People Management

• Develop a high performing team by embedding formal performance management process and informal coaching. Encourage frequent knowledge sharing between team members.

• Determine and analyse development needs for the team and ensure that identified training requirements are facilitated and executed.

• Interview and recruit new members of the team,

• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.

• Resolve grievances raised by team members and escalate only if required.

• Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.

• Motivate team members and ensure that their efforts are recognised.