Service Manager - Metropolitan Life in Gauteng

Job Title: Service Manager (Investo)

Reference:
# 11742

Position Purpose:
To ensure that your team have the knowledge, skills, tools and competencies required to perform the required job within service level agreements. Create an environment that supports individual performance. Align processes with the company strategy.

Experience & Qualifications:
Matric/Grade 12
Contact centre management/management experience preferred
Knowledge of Momentum products and systems preferred
Matric with maths and/or accountancy preferred
Up to 2 years experience required

Work Output:
Internal and External Collaboration:
Effective and consistent service delivery and support to all internal and external clients.
Relationships:
Maintain relationships by networking internally and externally to ensure successful service delivery.
Knowledge:
Up skill system and product knowledge by: Keeping updated on new products and processes; Contribute and share information regularly on the Knowledge Base.
Risk:
Identify and prevent both financial and reputational risk. Improve Process Efficiencies: Identify and timeously address obstacles that result in service failure; Reduce the amount of incoming queries by identifying and improving on processes and procedures.
Team Development:
Identify training needs; Schedule applicable training; Ensure agents attend training identified; Ensure agents complete bi-weekly assessments and obtain a pass rate of 95%; Ensure agents complete regular elearning assessments.
Effective Management of all Escalated Queries:
Manage and clear personal email inbox daily; Respond to internal and external client queries within 2 hours; Check client and agent ratings against report and follow up on negative ratings within 2 hours (all agents with 0 – 4 ratings to follow up clients).
Administration:
Approve all leave applications submitted; Submit daily, weekly and monthly activity reports.
Work Scheduling:
Effectively allocate agents to shifts; Effective resource planning: make sure that enough agents are available to fill positions; Scheduling team meetings once a month; Scheduling training on an ad hoc basis.
Performance Management of agents:
Manage agents to meet targets set in SLA's; Ensure that agents adhere to company policies and procedures.
Effective Work Distribution:
Ensure all incoming work is evenly distributed among agents based on hourly stats
received.
Grow and Develop People:
Personal Development Plans in place for all staff.
Meaningful Transformation:
Meet transformation targets which include achievement of EE targets and development
of ACI talent.
Enable the Development of a High Performance Culture:
Performance contracts, aligned to the strategy, in place for all staff and formally reviewed/discussed quarterly; Provide and reinforce recognition for performance.
Leadership/Management:
Leadership/Management Assessment result at acceptable levels.

The applicant should meet these requirements:
Values:
Live the Momentum values. Value Assessment Results at an acceptable level.
Performance and Development:
Manage own performance and development by ensuring performance contract in
place; Have quarterly performance review discussion with manager; Have updated and signed personal development plan in place.

How to apply:
Internal applicants:
Sign on to PeopleSoft > Recruiting Activities > Careers

External applicants:
Go to our website
www.momentum.co.za
> Goto: Current Vacancies > Current Vacancies
Assistance with online applications:
PeopleSoft Helpdesk (021) 940 5169

Contact Person:
Roma Bisnath

Telephone:
0126718525

Please state clearly for which position you are applying as well as the reference number in all communications. The remuneration will be commensurate with the successful applicant's experience, qualification and skills.

Deadline: 02 May 2013|