PRIMARY SERVICING MANAGER – Pepper Advantage Hub

MANAGER 
JOB DESCRIPTION & SKILLS/QUALIFICATIONS REQUIRED

Pepper Advantage Fiji is seeking for a Primary Servicing Manager who will be responsible for delivery of the day to day service and performance goals of the Primary Servicing team that they lead. This includes the team and individual queue performance, call handling performance, people management, mandated decision making, complaint handling and project work.

Key Responsibilities

To build and deliver the team plan to manage all queues within SLA goal.
To deliver the inbound call handling SLA by planning agent cover effectively and by monitoring Specialist activity.
To work the Manager queue within context of mandate, ensuring items stay within SLA.
To manage the relationship with Client, representing Pepper appropriately through accurate timely reporting and Governance (if applicable).
To take responsibility for resolving complaints as per the Complaints process.
To comply with monthly QA, Oversight and End to End reporting.
To establish and maintain appropriate internal control safeguards.
To ensure Call Observations and 1:1s are delivered for each agent monthly.
To ensure that procedure documents are reviewed within schedule.
To recruit, train, coach and develop the team as needed.
To deliver own and team annual objectives.
To interact with other managers to provide project management expertise to deliver change.
To consider TCF and outcomes in all aspects of strategic planning.
To build and maintain strategic relationships throughout the business and with third parties.

Remuneration & Benefits

Competitive salary package
Medical benefits
24/7 transportation
Ongoing career development and training
A secure career with a fast growing company
Inclusive workplace culture

At Pepper Advantage, we believe that diversity drives innovation. We welcome candidates from all backgrounds to apply and become part of our global success story.

JOB FUNCTIONS

Compliance, Control & Quality Assurance

JOB OPEN TO:

Fiji Residents Only