Manager Service Centre Polokwane

**Designation**:

- Manager Service Centre Polokwane

**Category**:

- MultiChoice South Africa

**Level**:

- Management

**Closing date**:

- 23-Apr-2025

**Position Type**:

- Permanent

**Location**:

- Polokwane

**The Organization**

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.

Join Africa’s most loved storyteller

**Purpose of the Position**:

- Responsible to manage the day to day operations of the Service Centre, ensuring quality service delivery and meet the set service level and CSAT KPI’s. this role will develop sales capability of the Service Centre by managing the sales process and meeting the allocated sales targets for the operation. **Key Performance Objectives**

**Tasks**

**Operations Management**
- Foster a customer centric culture by ensuring service levels for the Service Centre are maintained on the recommended ranges by managing staffing, training, scheduling etc
- Manage and monitor metrics for the Service Centre for continuous improvement on customer experience and service delivery and provide frequent communication and feedback to team members and Regional Manager.
- Ensure the successful resolution of escalated customer queries from customers within agreed SLA timelines.
- Ensure the Service Centre focused, strategic and operational promotions are delivered successfully and in-line with Marketing and Brand standards.
- Ensure that the Service Centre has the required levels of stock at hand and stock forecast meet the anticipated future demands, as per the branch trends analysis. This is done through collaborating in demand management with the WIC Stock Planner.
- Ensure all operational processes and procedures are adhered to, fully and at all level in the operation, to foster efficiencies in the day to day running of the Service Centre.
- Ensure an inclusive change management approach on all changes made in the Service Centre.
- Protect the company resources from abuse by any stakeholder
- Practice diligence in cash handling within the Service Centre.
- Ensure Health and Safety legislation is appropriately complied with and proactively address areas of concern. Develop a localised Sales Promotion and Retail Marketing calendar with the support of the Commercial Sales team.
**People Management**
- Oversee the activities of the direct reports and the Service Centre as a whole.
- Develop a high performing team by embedding formal performance management process and informal coaching. Encourage frequent knowledge sharing between team members.
- Empower the direct reports to cascade down the people initiates and engagement rhythm you have with them to the whole Service Centre.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted, facilitated and executed.
- Interview and recruit new members of the team,
- Track and give input to creating an effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
- When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
- Resolve grievances raised by team members and escalate only if required.
- Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognised.
- Ensure Employee Engagement targets are met and implement pro-active initiatives to address drivers of staff non engagement areas.

**Qualifications**
- Degree in Business/Operations/Sales Management
- Certified Key Individual

**Experience**
- 5 - 8 years’ work experience in a customer service environment managing people.

**Technical Competencies (List the key technical competencies)**
- Negotiation Skills
- Stakeholder Management
- Leadership and Development
- Performance Management **Behavioral Competencies (List the key behavioral competencies)**
- Accountability
- Teamwork
- Delegation
- Interpersonal Support
- Perseverance
- Motivating
- Prioritisation
- Analytical Thinking