Designation:

Customer Care Manager (DStv Internet)

Category:

Multi Choice South Africa

Level:

Management

Closing date:

05 Nov 2024

Position Type:

Permanent

Location:

Multi Choice City

Job Description:

The Organization
The Multi Choice 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, Super Sport, 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
Key Customers
Internal: Customer Care management team, Multi Choice divisions, Call Centre, Line Managers, Call Centre staff
External: Suppliers, DSTV customers
Location
Johannesburg, Randburg, South Africa
Purpose of the Position:

• To directly lead and manage people within the business unit to ensure that operational performance metrics are met and support in driving growth and revenue for the Dstv Internet business.

Key Performance Objectives
Tasks
Operations Management

• Drive day-to-day operational performance in accordance with Customer Care objectives.
• Manage service levels and ensure that planned schedules are adhered to.
• Implement operational practices as defined by the Customer Care strategy.
• Assume accountability for successful ongoing daily operational performance.
• Resolve day-to-day operational challenges that could impede on successful delivery of Customer Care objectives.
• Work with Workforce Planning to ensure that adequate advance planning is done so that customer contact demand is met.
• Review operational performance on a daily basis and implement actions to address gaps.
• Work with agility to overcome operational problems that arise in-the-moment.
• Ensure that Team Leaders are fully equipped to manage the day-to-day operation.
• Ensure that relevant MI, Monitoring Systems, and reports are in place and that Team Leaders are utilizing these to manage operational performance.
• Support Team Leaders on shift to manage their teams effectively and to drive efficient and effective operational performance.
• Take overall responsibility of shift management within the operation.
• Provide relevant shift management reports as set out by line manager.
• Ensure that coaching time is planned by Workforce Planning for all Team Leaders.
• Review monthly shift schedules by Workforce Planning, and ensure that rosters are fair & consistent – escalating & resolving on behalf of Team Leaders as required.

People Management
Leadership

• Serve through inspirational & motivational leadership of Team Leaders & Omni-Channel Relationship Consultants.
• Operationalize the Customer Care strategic plan for the Team Leaders & Omni-Channel Relationship Consultants.
• Coach Team Leaders to enable them to effectively manage their teams.
• Ensure that Team Leaders are coaching their Omni-Channel Relationship Consultants according to coaching targets.
• Review the effectiveness of Team Leader meetings & coaching sessions with Omni-Channel Relationship Consultants.
• Reward & recognize Team Leaders for their contribution to the success of the division.
• Host quarterly engagements with Omni-Channel Relationship Consultants & Team Leaders to provide business updates and get their input on how to improve the Customer Care operation.
• Own & Resolve escalated people issues within own department.
• Manage misconduct, performance & all ER-related matters of Team Leaders & Omni-Channel Relationship Consultants.
• Ensure that all ER cases are well documented, tracked and progressed timeously.
• Create an environment that fosters teamwork and co-operation.
• Communicate effectively, building and maintaining relationships across all levels.
• Ensure consistent compliance to company policies and procedures.
• Manage Change as required by the change management process.
• Communicate expectations and business updates to Team Leaders on a regular basis.
• Ensure that Team Leaders communicate effectively to Omni-Channel Relationship Consultants according to requirements.

Recruitment & Retention

• Recruit talented & skilled people to support the Customer Care deliverables.
• Select and place candidates in terms of agreed recruitment and selection processes.
• Foster an environment where talented & high performing people are retained.
• Maintain voluntary staff attrition levels to within required standards.
• Identify, manage, and develop talent.

Training and Development

• Ensure that skill & knowledge gaps are regularly assessed.
• Ensure that skill & knowledge gaps are addressed through training & coaching.
• Ensure that training is planned with WFM to prevent service interruption.
• Ensure adequate attendance of planned training.
• Continually up-skill staff through effective mentoring, coaching, and performance improvement practices.
• Create and implement individual personal development plans at all levels of staff.
• Monitor the implementation of training needs as per individual development plans.
• Equip all staff to be able to support all technical requirements of Multi Choice products.
• Equip all staff to have competent customer conversations around DStv content.
• Regularly enable training for the operational team on customer service standards.
• Ensure that Team Leaders are trained and equipped to perform effectively.
• Coach Team Leaders at regular intervals to enable their development as leaders.
• Create & maintain a documented succession plan in all teams and for own role.
• Ensure that people identified in the succession pipeline are trained for future roles.
• Manage the Customer Care Career Progression program as outlined.
• Ensure that people are equipped to move through the Career Progression path.

Performance Management

• Ensure that all HR procedures governing performance management are adhered to.
• Create awareness of how Customer Care strategic objectives link to individual KPIs.
• Ensure that a full understanding of performance requirements is created for all staff.
• Ensure that Omni-Channel Relationship Consultants & Team Leaders meet set performance standards & KPIs.
• Conduct formal monthly reviews with Team Leaders on their KPIs.
• Ensure that monthly performance reviews are conducted with all Omni-Channel Relationship Consultants in the division.
• Ensure that Customer Care’s performance management process is effectively implemented at all levels, and that consequence management is applied to address consistently poor performance.
• Ensure that all poor performance management activities are logged as per the official HR Performance Improvement Process.
• Enable Team Leaders to effectively manage poor performance and misconduct.
• Review daily, weekly & monthly operational performance reports and ensure that performance gaps are addressed immediately.
• Create awareness and drive the usage of Reward & Recognition dashboards at all levels.
• Provide a portfolio of evidence at regular intervals of own and team performance.
• Take responsibility to remove obstacles that impede staff delivery and performance.

Customer Management

• Operationalize the Customer Care strategic plan against set targets & objectives.
• Ensure that all staff are clear about what is expected of them with regard to customer service, leads generation, and contact prevention.
• Ensure that coaching on customer contacts is done on a weekly basis by Team Leaders to their Omni-Channel Relationship Consultants using the set coaching & evaluation tools.
• Facilitate calibration sessions between Team Leaders to ensure that they are evaluating and coaching on customer service consistently across the operation.
• Regularly sit in on Team Leader customer service coaching sessions to Omni-Channel Relationship Consultants & coach Team Leaders according to observations made during the session.
• Enable training at regular intervals to improve customer experience.
• Take corrective action where people have failed to meet service standards.
• Ensure that relevant escalation processes are in place for escalated contacts.
• Ensure that Team Leaders are owning & resolving escalated customer complaints.
• Own & resolve escalated customer complaints from Team Leaders.
• Ensure that issues of most concern to customers are escalated to appropriate executive forums to create awareness.
• Works with stakeholders within the organization to resolve customer issues that are not caused by Customer Care staff e.g. Technology, Processes, Marketing, etc.
• Respond with agility to resolve any situation that arises during a shift that could compromise customer experience.
• Escalate issues impacting customers or service delivery during a shift.
• Drive a culture of effortless customer experience and sales-through-service.

Operational Project Management

• Manage & execute operational projects against the Customer Care 90-Day Plan.
• Encourage Team Leader participation in operational projects.
• Deliver against standards & deadlines required of the Customer Care 90-Day Plan.

Revenue Generation Management

• Managing Customer Care revenue generating capability by developing an operational plan to use the existing customer contacts as opportunities to upsell, cross-sell and proactively retain DStv customers
• Meeting the customer care revenue generation targets.
• Setting individual revenue generation targets with the OMNI channel teams.
• Tracking revenue generation goals and reporting results as necessary.
• Ensure ongoing sales and retentions training.
• Developing your OMNI channels teams through motivation, coaching, and product knowledge education.
• Promoting the organization and products through existing customer contacts.
• Deploy optimal outbound revenue generation activities during the customer contacts trough periods.

Qualifications Essential

• Diploma in Business / Operations management

Qualification Preferred

• A Degree or NQF Level 7 qualification in Business Management

Experience

• A minimum of 5 – 8 years’ Customer Management experience
• At least 5 years’ People Management experience
• At least 4 years’ experience in a Team Leader or equivalent role
• At least 2 years’ experience in an Operations Manager or equivalent role
• Project Management experience
• Excellent Communication Skills (both verbal and written)
• Language proficiency (English; Afrikaans; Zulu; Sotho)
• MS Office
• Ability to multitask in a busy environment
• Flexibility

Technical Competencies

• Analytical Thinking
• Project management
• Change Management
• Planning and Organizing
• Negotiation Skills
• Human Resources knowledge
• Management Information knowledge
• Agile Decision Making
• Customer Service Management

Behavioral Competencies

• Inspirational Leadership
• Relationship Building
• Conflict Resolution
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching