To manage and oversee the Client Services Department to ensure achievement
of a cost effective and high-quality service in line with client and
business needs.
Ensure the building and maintenance of relationship with clients to ensure client needs are met and improve customer satisfaction and increase profitability

Grade 12 or relevant NQF level 4 qualification

3-5 Yrs Relevant Working Experience

Computer literate
Conflict Management
Client Service
Organisational policy and procedures

•Plans, monitors and controls daily activities of Client Services, Scanning and Switchboard to ensure the most effective utilisation of resources and achievement of team objectives, targets, turnaround time and quality standards.
*Train and develop own staff to ensure they have the skills required by the organisation and can achieve their performance objective
•Analyses incoming calls randomly and advises team leaders to assist with validity of data and operational efficiency.
•Analyse reports, investigate challenges and contribute to corrective measures pertaining to process, people or system issues to
ensure compliance to QA standards
Checks and monitors customer complaints and organises re- bleeds for customers with complaints and ensures an apology is made to the aggrieved customer.

•Monitors the daily activities of team leaders and agents to ensure maintenance of occupancy levels and adherence to schedules.
•Is responsible for the scheduling of rosters for weekends and public holidays for all Contact Centre staff.
•Compiles weekly and monthly statistics including adherence and exception reports as well as dashboard for Contact Centre and forwards to manager for analysis. Statistics also used to monitor adherence to Service Levels.
•Performance Management
•Contributes to the ISO 9001, lean processes and SANAS audits to ensure all processes are introduced and maintained within the
department.
•Attend to all HR related queries as per set standards and operating procedures to ensure effective staff management.
•Prepare statistical reports as per set standards and operating procedures for review by the pathologist to ensure effective
management.

Accuracy
Analytical skill
Assertiveness
Attention To Detail
Commercial Orientation
Conflict management
Customer Orientation
Deadline orientated
Developing staff
Patience
Professionalism
Stress management
Decision making
Ability to work in a pressured environment