Managed Service Manager - Consumer Electronics

SUMMARY:
The Role:

Permanent Position

Based in Randburg

To manage the commercials of the workforce management department i...

POSITION INFO:
The Role:

Permanent Position

Based in Randburg

To manage the commercials of the workforce management department in the contact centre. This entails ensuring that the business commercials reflect those agreed to with clients as well as people and financial management.

JOB PURPOSE:

• Engage with all the relevant line managers
• Conduct workplace preparation workshops
• Ensure all client reports are compiled and distributed as per the requirements
• Conduct pre-moderation to ensure that the workplace provide relevant practical experience to compile the required portfolio
• Manage all workplace site visits
• Advise Training Manager on the latest developments with regards to client products and services
• Advise the Training Manager on the alignment of training content relevant to the market place
• Convey the client requirements to the Training Manager to ensure alignment between theory and practice
• Escalate business opportunities to the Business Development Managers
• Driving a performance-driven culture where staff perform at optimal levels and exceed performance targets around both productivity and service delivery
• Providing continuous coaching and guidance to team to ensure a thorough understanding of customer service principles and related consequences of non-adherence
• Creating an environment that fosters teamwork and collaboration amongst team members
• Conducting and documenting full performance reviews (including setting of KPAs and training and development needs), together with monitoring and tracking of individual Team Leader performance monthly
• Manage workplace coordinators and assessors
• Manage learner follow-up meetings and mentor sessions to ensure the successful completion of the workplace phase
• Track Learner Further Employment
• Identifying poor performance and taking necessary corrective action
• Ensuring that employees optimises the use of technology to enhance / improve the overall service offering
• Continually upskilling and motivating individuals through coaching, mentoring, performance enhancement and training
• Responsible for retention of staff and succession planning
• Ensuring fair and consistent application of company disciplinary procedures
• Develops and empowers individuals by recognising value-added performance and rewarding accordingly
• Manage client engagement on a project basis e.g. attend steering committee meetings, prepare reports, manage risks and expectations
• Manage client requirements as per signed proposal
• Brief and advise clients correctly on the content of the programme
• Manage client relationships to secure repeat and new business
• Ensuring continuous process improvements and that appropriate awareness benefits are passed to relevant Contact Centre staff, in conjunction with the Operations Manager.
• Providing timeous, accurate and regular feedback and reports (weekly, monthly, quarterly) based overall operations and monthly statistics to Management and customers
• Identifying business growth opportunities that can add value both internally and externally
• Effectively manage all available Career Campus resources and continually evaluate how to increase efficiency and reduce costs
• Driving initiatives and ensure delivery thereof

 

QUALIFICATIONS, EXPERIENCE, SKILLS:

Educational Qualifications

• Minimum matric or related NQF qualification essential
• IT Qualification or experience / Call Centre Qualification or experience / Management Qualification or experience / Administration Qualification or experience / Warehousing Qualification or experience / Financial Qualification or experience advantageous

Years of Experience

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