The incumbent is responsible for overseeing the performance and output of the Service Centre Consultants to ensure effective and efficient operational service delivery. This role focuses on driving adherence to Standard Operating Procedures (SOPs), enhancing operational efficiency, and delivering exceptional customer service. The position requires strong leadership and performance management
capabilities to foster continuous improvement, uphold service standards, and support the overall success of the Service Centre.
People Management
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Overall focus on team morale and motivation in the working environment.
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Coaching and management of allocated team.
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Workforce management and planning to ensure adherence to basic conditions of employment act.
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Workforce management for shift planning based on demand and capacity.
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Conduct performance reviews as per Performance management process, identify personal development as per career aspirations and
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succession planning.
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Provide learning and coaching opportunities and taking corrective action where necessary.
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Ensure staff understands and comply with all call centre objectives,performance standards and policies.
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Train and onboard new employees.
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Perform quality checks and where applicable execute remedial actions.
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Review overtime claims and approve in line with the business
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requirements/budget aligned to Basic Conditions of Employment Act.
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Daily stand-up’s with team members to review calls for the previous day (period), share learnings, identify trends, adherence to process.
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Review data quality and data completeness of calls and activities performed by the team.
SLA Management
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Maintain and achieve SLA targets to achieve set benchmarks (e.g. call answer ratio, service level ratio, average hold time).
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Report daily, weekly and monthly on performance against SLA.
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Provide failover support to outsource service team for business continuation purposes.
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Interface between the client(s) stakeholders on escalations, daily check-in's and general planning sessions.
Process & Procedure
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Ongoing review and enhancement of procedures and systems according
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to client/organizational objectives within the Service Centre for the specific team being led.
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Build and maintain business relationships with internal and external customers/stakeholders to optimise service delivery.
Drive operational strategy
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Participate in designing the operational strategy and contribute to the goals
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Drive and implement initiatives by identifying operational issues and suggest possible improvements.
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Working with other supervisors and managers within the business to execute operational delivery.
Reporting
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Prepare Key management reports (analyse, identify trends and propose solution).
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Provide reporting packs as defined for the specific area of responsibility.
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IT‑related tertiary qualification or relevant vendor certifications
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ITIL® Foundation (v3/4) or obtained within 6 months of appointment.
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4–6 years in a Service Desk/Call Centre support environment (Telecoms/ISP preferred).
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2–3 years in a supervisory/lead role with shift leadership and handover management.
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Proven experience with an enterprise ITSM tool (ServiceNow preferred) and report/dashboards.
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ITIL® Intermediate/Managing Professional modules (Incident, Problem, Change, and/or DITS).
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Experience coordinating cross‑functional technical teams and third‑party vendors.
