Team Manager - Call Center Operations

Team Manager - Call Center Operations

• Department: EasyBuy Program Management
• Employment Type: Permanent - Full Time
• Location: South Africa
• Reporting To: Customer Engagement Manager - Africa

Description

About the role: We are searching for a dedicated, supportive Call Center Team Manager who can coach and motivate call centre representatives as they receive calls from and to clients, and conduct quality assessment of our calls and all interaction points with our customers. The Call Center Team Manager will support call centre employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act as a resource to the call centre team.

What You Will Be Expected To Do:

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Lead and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement

Learning, Coaching, and Quality Assurance:

• The Team Manager is considered  a process and knowledge champion, hence required to Conduct training/calibration and 1-2-1  sessions to maintain consistency in customer interactions and process compliance.
• Ensure regular training content development from training needs assessment derived from insights and changing business, and the LMS engagements with the team.
• Analyse training feedback form and support with sharing updates on campaign changes bringing agents whenever there's a change of LOB for alignment purposes. Check training attendance of cc agents in every training as per schedule.
• This person will also be performing quality assurance checks on all interactions in the call centre under the guidance of the training lead Africa to ensure that our quality of calls and process adherence are in line with the organisation and industry standards.

Real-Time monitoring: The Team Manager will be required to monitor the team's productivity in real time and agent activity as per planned shifts. Gauging the team's login and logout activity, breaks and other offline activity and identifying the outliers in the team to engage in corrective sessions, escalating where necessary. 

Required Skills And Experience:

• Miminum 3 years' team management experience
•  Coaching and communication skill
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
• Background in technical and credit finance management
• Managed customer escalations which ultimately resulted in favorable customer satisfaction rating

You might be a strong candidate if you have:

• Bachelor's Degree/diploma
• Proficiency with technology, especially computers, software applications and phone systems
• Good analytical and data interpretation skills.
• Exceptional verbal and written communication skills
• Strong and understanding of company products, policies and services
• Ability to coach, train and motivate employees and evaluate their performance
• Excellent Problem solving , leadership, and customer service skills
• Efficient , and thorough with passion in customer service. Ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.

What Sun King Offers:

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

We place great importance on sustaining a diverse, inclusive work environment 

We believe that innovation and understanding comes from diversity on every spectrum.  We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state. Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results.  We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.