Summary
Date Posted: Tuesday, January 16 2024, Base Salary: Not Disclosed

JOB DETAILS:
Activities
In accordance with existing laws and the Client’s Code of Conduct, Internal policies and procedures, the service center manager will be charged with the responsibility of promoting the achievement of the company’s service standards and month on month set targets by providing guidance to the agents supervised. Ensure the overall business strategy is achieved through the set KPIs. This requires in particular:
• Receive work plans and targets and develop action plans for the outlet to drive the same.
• Communicate targets to the team and monitor to ensure achievement on a daily, weekly, monthly, and quarterly basis.
• In instances of underperformance, determine causes and redress.
• Participate in the setting of service standards, share with the team, and monitor performance regularly.
• Enforce Standard Operating Procedures at the outlet.
• Conduct own periodic customer satisfaction through mechanisms like call backs to assess performance of the team.
• Put in place remedial actions in instances service levels fall below the set standard.
• Receive and respond to escalated queries and complaints from the team.
• Timely communication of new product/service material and any changes in service offering.
• Maintain approved set stock holding levels at the outlet and always ensure availability of stock.
• Ensure daily reconciliations are done at both agent and supervisor levels.
• Capture and report on any stock/cash variances followed by investigations.
• Carry out mandated surprise checks on both stock/cash holdings.
• Gather performance data of all agents.
• Prepare and submit all required daily, weekly, and monthly reports.
• Participate in the recruitment of new service agents.
• Ensure staff have received the required training for their role and subsequent refresher trainings are done.
• Manage staff discipline and enforce the company’s code of conduct.
• Perform performance evaluations as stipulated by the company’s Performance Management System.
• Delegation of activities to promote or have a proper succession plan.
• Support in projects assigned from time to time

Missions / Job Dimensions
Promote the achievement of the company’s service standards and month on month outlet set targets by providing guidance to the service center agents. Ensure the overall business strategy is achieved through the set KPIs.

Person Specification
Education, Training, Skills
& Experience Qualification:
• A bachelor's degree in business, sales, or equivalent training in business or sales management.

Experience
• Minimum of 3 years’ experience in Service Experience
• Experience in sales with a combination of direct and indirect Knowledge of the telecommunications industry and or FMCG environment.
• Ability to operate in a performance driven organization.
• Culturally aware.
• Customer focused.
• Business awareness.
• Strong analytical and strategic skills.
• Excellent planning and organizational skills.
• Excellent interpersonal skills.
• Sets high personal standards and is goal oriented.
• Good coaching skills & leadership skills
• Excellent communications skills, both orally and in writing.
• Strong customer service skills


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

You can apply by submitting your cover letter and CV recruitment3@truenorthafrica.com with subject line Supervisor, Service center.
All application documents Must be in either PDF or MS. Word.


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