The Cape Innovation & Technology Initiative is a Non-Profit Company (NPC) with a mission to build a future-proof, inclusive society through technology and innovation. CapaCiTi Tech Career Accelerator is the skills development division of CiTi. CapaCiTi’ s vision is to enable inclusive growth of the digital economy by ensuring a supply pipeline of future fit skilled employees with relevant technical skills matched to industry demand. We do this through innovative training and experiential learning programmes that focus on both technical and professional development.
CapaCiTi offers a holistic training programme that focusses on 3 key areas: Digital skills, Career Critical Skills, Job Critical Skills. We have campuses in Cape Town and Johannesburg and can accommodate c350 students at any one time. CapaCiTi programmes create job opportunities for unemployed and previously disadvantaged youth by providing them with the relevant technical and professional development through blended learning programmes on site at our campuses. We train c1000 youth a year across a range of courses including Broad Based Digital Skills, Python Programming, Java Programming, Systems Development and other bespoke programmes
The Cape Innovation & Technology Initiative seeks to appoint a Service Centre Manager to be based in Cape Town.
The purpose of this role is to implement and manage a Service Centre that employs CapaCiTi Graduates, managing briefs from clients that provide statements of work and ensuring the outputs from the Service Centre meet the requirements. This is a new pilot within CiTi so the role requires you to establish and maintain operational workflows, quality outputs, and professional service delivery. There is an opportunity to grow and develop the offering and establish a commercial operating model should the pilot be successful.
Employment Type: Fixed-term contract for 12 months.
Start Date: Start immediately.
Salary range: R25 – R35k per month CTC
Responsibilities:
Manage client relationships to ensure expectations are exceeded
Take a full brief from potential clients, understanding the requirement and assessing whether the outcomes meet the ability of the team
Translate each brief into work packages and tangible work outcomes
Design delivery outcomes, together with measurements and quality checks to ensure successful output
Brief the team members effectively, assigning work to individuals/teams that can deliver the required outcomes
Manage the delivery of the work outputs in line with requirements and deadlines
Manage day-to-day activities of the team
Motivate the team to achieve organizational goals
Develop and implement a timeline to achieve targets
Delegate tasks to team members
Conduct training of team members to maximize their potential
Empower team members with skills to improve their confidence, product knowledge, and communication skills
Monitor and evaluate the quality of the work on a regular basis, providing feedback to improve quality
Ensure effective coaching and mentoring methodologies are in place to help develop the CapaCiTi candidates
Ensure a professional quality of work and service is presented back to the client
Develop meaningful relationships and partnerships with clients that optimizes every opportunity
Ensure effective tracking, monitoring and recording of all work through the Service Centre
Monitor, track and manage attendance and behavior of the CapaCiTi candidates through detailed record-keeping
Identify risks related to attendance and behavior and ensure the necessary action to eliminate such risk or challenge is taken
Document and follow-up on all actions and decisions pertaining to the Service Centre from meetings
Qualifications and Experience:
Critical thinker and problem-solving skills
Sense of ownership and pride in your performance and its impact on company’s success
Previous experience in managing a team within a Service Centre or BPO environment
Commercial mindset with the ability to spot opportunity and grow a service
Experience of mentoring and coaching youth to develop skills
Experience of facilitating client meetings and ensuring performance against contractual KPI’s, SLAs and targets
Experience in implementing new tools, processes or systems to improve communication and operational running of office
Experience in taking briefs from clients and translating that to work outcomes
In-depth knowledge of performance metrics
Good PC skills, specifically MS Excel and MS Word
Experience with organizing training programs
Preferred Skills:
Ability to work independently and to use own initiative
Committed to excellence and team working
Excellent verbal and written communication skills
People management skills, including young adults
Strong interpersonal skills
Well-developed planning and organizing skill
Strong attention to detail
Produces quality reporting
Strong planning and exceptional attention to detail
Natural ability to motivate and engage with Youth who may be undertaking their first job
We reserve the right to close the vacancy early if the right candidate is selected before the expiry date.
Applications / CV’s to be mailed to: [email protected]
For more about the Cape Innovation and Technology Initiative, refer to www.citi.org.za.