Student Services Manager : Durban

Core purpose:

The core purpose of the job is to provide internationally acclaimed student services and to ensure we are aligned to the Organizational Vision, Mission and Strategy. Provide development, tools, processes and strategic direction to achieve operational efficiency and objectives in line with industry best practice. Apply Innovative Ideas, maximize the use of resources, systems and processes. Continuously develop individuals and strategies to promote levels of efficiency, service, performance, quality, student retentions, customer satisfaction and student centricity. Manage the student services department in an efficient, profitable manner whilst working within approved budgets and applying cost saving
initiatives.

Core functions:

1. People Management

  • Communicate a Framework to achieve and maintain positive mindset within the department by the use of morning huddles and regular feedback sessions with visible management in the department.
  • Execute action plans aligned to the organizational strategic plan or as derived from Operational Requirements and to ensure regular feedback and evaluations are conducted to measure the effectiveness.
  • Project values and research industry best practices to develop strategy needed as identified by trends and analyzing intelligence reports.
  • Analyze or evaluate reports and stats and ensure that staff are rostered for duty accurately and according to measured Peaks, Valleys and Trends identified.
  • Apply effective staffing measures to support and service call and admin queries as negotiated and in line with Service Level Agreements.
  • Monitor service efficiency, quality and staff performance by use of system generated reports and identified development areas as highlighted by the Services Ambassador.
  • Mentor and Coach members of the team by using Industry Best Practices within an agreed upon framework whilst applying effective strategies such as one on one coaching initiatives that are documented.
  • Improve customer service experience by applying 1 st time Resolution standards across the department with specific attention to First Contact applied on all tickets received.
  • Facilitate organic growth of all employees within the department by use of on the job coaching initiatives being undertaken and use of quality analysis of call recordings.
  • Ensure escalations process in place with a proper resolution process where management always assist and
  • Follow through queries to resolution and provide regular feedback.

2. Innovation and Quality

  • Make use of signage and color within the department and make use of banners, posters and energetic phrases to enhance the positivity and energy of the staff within student services.
  • Ensure the dialer and CRM systems are effectively managed and used accurately for better efficiency. Ensure managers use of system generated reports and ensure managers have access to training and development of all systems and any system build initiatives.
  • Develop service procedures, policies and standards across the board, in line with industry best practices and apply strategically as a framework that we can measure service and effectiveness against. Ensure that Ops Co are meeting regularly and sessions are documented for feedback and quality assurance purposes.
  • Enhance and Further Advance Systems and Devices by ensuring system builds and development happens timeously and accurately with the proper involvement of the team leaders and managers involved.
  • Develop Strategy to Apply Digitalization as a Standard Norm Across the Department by the use of Tablets and Screens as well as Systems and Technology that enhance student and agent experiences. Make available more screens for awareness campaigns and leaderboards.
  • Ensure there is a process for Service Ambassador listen to calls and review ticket resolutions and ensure that quality is being monitored, reviewed and recorded. Oversee the staff are being coached and these sessions are documented so that improvement areas highlighted by evaluation checklists as developed using industry best practices.

3. Performance and Processes

  • Apply process to accurately record and document customer service actions and discussions. Complete regular audits to ensure that daily stats are being done, analyze these stats so that trends are identified and adjust strategy in line with creating a better customer service experience which is measured on Service Satisfaction surveys.
  • Achieve 80/20 Service Level in Call Centre at 80% of all calls being answered within 20 seconds by ensuring my managers and team leaders have enough staff, systems and the necessary skills required by doing regular feedback and report sessions.
  • 36 Hour Service Level within Administration Department by Resolving All Tickets within 36 Hours Turn Around Time and making use of system generated stats and customer satisfaction surveys to assess and evaluate this result.
  • Analyze statistics by use of the intelligence analyst and compile accurate reports and action plans needed to enhance service and the customer satisfaction survey results by having documented feedback sessions and coaching’s.
  • Develop recruitment process with the Human Resources Departments and use statistics provided by Intelligence analysts to ensure staff are recruited during the correct intervals.
  • Ensure communication on the code of conducts, KPI’s and Job Descriptions by ensuring signed copies are regularly checked.
  • Provide Induction, Product and systems trainings by having SLA’s with both Learning and Development and Human Resources Departments.
  • Nurture an environment where staff can excel through encouragement and empowerment in having regular huddles, meeting and feedback sessions. Research best practices and apply findings to areas of improvement identified by ensuring that leaders are regularly holding coaching and feedback sessions that are documented.
  • Utilize resources and assets to achieve qualitative and quantitative targets by liaising with stakeholders on a regular basis and providing feedback on an ongoing basis via all channels and tools used in the organization.
  • Create a Floor Pan in Accordance with staffing needs as identified on reports and Resources available on the department floor whilst using Projections available to measure and apply the exact needs.

4. Compliance and Quality

  • Adhere to and manage the approved budgets by use of measurement tools and audit checks.
  • Research and Identify both local and international Legislation as set out by various regulatory Bodies in both the call centre and the education sectors and ensure this is being adhered to. Develop quality assurance strategy to ensure at least 20% of all interactions are monitored either via call recordings or reviewing ticket resolution.
  • Provide regular feedback to our Associate Director via use of all communication channels to ensure our department is represented at Exco.
  • Maintain the Integrity of Institutional Rules and Regulations by ensuring recordings are evaluated. This Information is regularly shared and Coaching/Trainings happen with agents all the time and that these sessions are documented. Get Quality Assurance agents involved in the process.
  • Maintain an orderly workflow according to priorities and Use of Technology by doing regular checks and feedback sessions.
  • Ensure Health, Safety of All employees whilst abiding by Regulations by ensuring we have regular feedback from the appointed Health and Safety Representatives.

Qualification/s:

  • Bachelor’s Degree (preferably psychology or social science)

Experience:

  • Minimum 3 years’ customer service related experience in a corporate environment and a minimum of 1 year in a sales environment/ outbound call centre or external sales.

Job related knowledge, competencies and skills:

  • Knowledge and a clear understanding of policies, procedures and rules that govern the Higher Education environment
  • Proficiency in Microsoft Excel, Word, Outlook, PowerPoint
  • Computer literate
  • The individual must be driven by service excellence and have the ability to communicate effectively within a high functioning team environment
  • Good analytical and conflict resolution skills
  • Attention to detail with a strong focus on quality
  • Exceptional time management skills
  • Excellent verbal and written communication skills
  • Proactive
  • Assertive
  • Easily adaptable to change
  • Must be able to multi-task

Additional requirements:

  • Will be required to work overtime and during the weekends
  • Will be required to travel as required

To apply:

All applicants are to kindly fill and forward the employment application form and their CV’s to hr@mancosa.co.za by no later than 30th November 2020. Should you not hear from us within 14 days, please consider your application unsuccessful.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          

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