Student Support Manager/Team Leader at Educor Holdings

• To maintain customer satisfaction, service delivery, and student retention through effective management of the student support and student services department and related sub-departments.

Educational Requirements:

• Post Grade 12 Qualification
• Excellent people management experience within a customer service environment
• Call center supervisory experience in customer service environment
• MS Office proficient

Duties and Responsibilities:

• Management, development, and leadership of staff
• Manage Team Leaders and Student Advisors
• Setting performance targets and standards, motivation, drive and monitoring performance
• Ensure service level agreements are achieved, daily stand-ups
• Management of policies and procedures
• Update and implement policies and procedures providing service delivery
• Operations planning and reporting
• Formulate annual budgets for the department and provide operational direction regarding customer retention and service delivery
• Weekly and monthly reports, forecasting human resources and IT resources required
• Proposals for staff incentives
• Management of department payroll and spend
• Audit telephone use and spend, overtime claimed, cost-saving measures
• Identify new tools and technology
• Adhoc duties and special projects