Description:
RESPONSIBILITIES
MAIN ACTIVITIES OF THIS ROLE
1. Provide efficient support service
- Manage the daily running of services
- Set and meet performance targets for speed, efficiency and quality
- Plan and manage change
- Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Maintain an up-to-date knowledge of developments and involvement in or of networks
- Monitor quality, minimize errors and track efficiency and operator performance
- Record performance levels and prepare reports
- Handle complex customer complaints and enquiries
- Forecast and analyse data against budget figures on a weekly and/or monthly basis
2. Effective people management of customer service support staff
- Plan and develop staff recruitment, and liaise with HR staff
- Review of the performance of staff
- Identify staff training needs and plan training sessions
- Organise staffing, including shift patterns and the number of staff required to meet demand
- Coach, motivate and retain staff and co-ordinate bonuses, reward and incentive schemes
- Develop, implement and review core responsibilities and tasks
- Analyse performance statistics and make decisions based on these statistics
- Improve performance by raising efficiency and sourcing new equipment to enable this e.g. new products
3. Leadership
- Manage the section within time and budget
- Plan, select, develop and maintain suitable manpower capabilities for the function
- Develop, lead and maintain a motivated and high-performance team
- Identify and timeously address functional related problems and opportunities
- Build and maintain relationships with stakeholders
- Provide technical direction
- Ensure compliance with relevant legal and statutory requirements and internationally accepted
- environmental, health, safety and quality standards.
Requirements:
- Manage the daily running of services
- Set and meet performance targets for speed, efficiency and quality
- Plan and manage change
- Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Maintain an up-to-date knowledge of developments and involvement in or of networks
- Monitor quality, minimize errors and track efficiency and operator performance
- Record performance levels and prepare reports
- Handle complex customer complaints and enquiries
- Forecast and analyse data against budget figures on a weekly and/or monthly basis
- Plan and develop staff recruitment, and liaise with HR staff
- Review of the performance of staff
- Identify staff training needs and plan training sessions
- Organise staffing, including shift patterns and the number of staff required to meet demand
- Coach, motivate and retain staff and co-ordinate bonuses, reward and incentive schemes
- Develop, implement and review core responsibilities and tasks
- Analyse performance statistics and make decisions based on these statistics
- Improve performance by raising efficiency and sourcing new equipment to enable this e.g. new products
- Manage the section within time and budget
- Plan, select, develop and maintain suitable manpower capabilities for the function
- Develop, lead and maintain a motivated and high-performance team
- Identify and timeously address functional related problems and opportunities
- Build and maintain relationships with stakeholders
- Provide technical direction
- Ensure compliance with relevant legal and statutory requirements and internationally accepted
- environmental, health, safety and quality standards.
-
Bachelor's degree in business administration, management, or a related field.
-
2 - 3 years’ Customer Services experience at middle management level within a factory environment
- Sap
- Products and services
- Systems: IT, projects; logistics.
- Staffing structures
- Core principals of industry knowledge, time and project management best practice
- Service model and standards
- Balanced scorecard methodology (or other performance management system in use)
- Industrial Relations
- Deciding and initiating action
- Leading and supervising
- Relating and networking
- Persuading and influencing
- Planning and organizing
- Delivering results and meeting customer expectations
- People management
- Presenting and communicating information
- Creating and innovating
- Entrepreneurial and commercial thinking
- Driving accountability
- Drive and energy
- Initiating action
- Building and maintaining stakeholder relationships
- Cross-cultural awareness
- Impact and influence
- Organizational understanding
- Business understanding
- Facilitating and managing performance
- Attracting, developing and retaining talent
- Strategic focus
- Articulating and cascading the vision and values
- Decisive insight
- Team leadership
- Communication skills
REQUIREMENTS
QUALIFICATIONS
-
Bachelor's degree in business administration, management, or a related field.
EXPERIENCE
-
2 - 3 years’ Customer Services experience at middle management level within a factory environment
SKILLS AND KNOWLEDGE
- Sap
- Products and services
- Systems: IT, projects; logistics.
- Staffing structures
- Core principals of industry knowledge, time and project management best practice
- Service model and standards
- Balanced scorecard methodology (or other performance management system in use)
- Industrial Relations
- Deciding and initiating action
- Leading and supervising
- Relating and networking
- Persuading and influencing
- Planning and organizing
- Delivering results and meeting customer expectations
- People management
- Presenting and communicating information
- Creating and innovating
- Entrepreneurial and commercial thinking
- Driving accountability
- Drive and energy
- Initiating action
- Building and maintaining stakeholder relationships
- Cross-cultural awareness
- Impact and influence
- Organizational understanding
- Business understanding
- Facilitating and managing performance
- Attracting, developing and retaining talent
- Strategic focus
- Articulating and cascading the vision and values
- Decisive insight
- Team leadership
- Communication skills
07 Apr 2025;
from:
careers24.com