Team Manager: Customer Services

Vacancy Details
Employer:
Tenacity Financial Services (Pty) Ltd
Introduction:
To manage and oversee the smooth functioning of a team of Agents in order to achieve service levels, positive customer experiences and to build and maintain an integrated and balanced people management approach.
Description:
To manage and oversee the smooth functioning of a team of Agents in order to achieve service levels, positive customer experiences and to build and maintain an integrated and balanced people management approach.
Manage daily operations
Supervise, lead and performance manage a team of agents
Drive and manage client service objectives and call times
Ensure correct procedures are followed and give direction to employees on what to do and how to improve
Support teams in resolving escalated customer queries
Develop and implement programs and procedures to improve productivity (efficiencies)
Adopt and manage first call resolution competency
Detect and escalate Fraud and misrepresentation to the respective lines and department
Ensure 100% adherence to WFM schedules and participate in forecasting
Action any ad-hoc requirements
Coaching and mentoring of team
Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
Identify training needs and ensure adequate coaching takes place
Upskill team in resolving escalated customer queries
Develop the team through motivation, counselling, soft skill training and product knowledge education
Conduct QA audits for all agents on a weekly basis
Team Administration
Ensure new starters effectively transition into the team
Conduct probation review meetings during first 3 months of employment
Address anybehavioral concerns in line with the Company?s Disciplinary Policy
Manage the team?s absenteeism in line with the Company?s Absence Management Policy i.E. return to work etc.
Ensure trackers (IR, Absence &
PIP) are updated on a daily basis
Ensure all leave transactions is processed on ESS
Manage the waybill and overtime/special time to payroll
Manage the termination process for all agents leaving Tenacity
Team performance, monitoring and reporting
Set, track and report on individual targets for each agent within the team
Collate and effectively utilize reports for performance management of department KPI?s
Conduct monthly performance reviews with team
Address any underperformance in line with the Company?s Performance Improvement Policy
Resources &
Capacity (people &
systems)
Ensure effective recruitment practices when employing new employees
Ensure the team has the resources and tools to perform what is expected of them
**Requirements**:
Qualifications
Grade 12
Experience
2 years Team Manager experience within a Call Centre environment in a similar role
Experience in Employee Relations, Poor Performance and Absence Management
Experience in leading and managing teams of at least 12 people
Understand drivers in the sales environment to ensure effectiveness and sales efficiencies
Functional Knowledge and Skills
Knowledge and understanding of Call Centre processes and methodology
Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing)
Efficient in MS Outlook, MS Word, MS Excel,
Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment