Responsibilities

To manage and oversee the smooth functioning of a team of Customer Service 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 service levels
Ensure correct procedures are followed and give direction to employees on what to do and how to improve
Support teams and/or resolve queries (Internal and external 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 team adherence to WFM schedules
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
Continually identify knowledge gaps and actively implement initiatives to upskill team
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 any behavioural concerns in line with the Company's Disciplinary Policy
Manage the team's absenteeism in line with the Company's Absence Management Policy
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
All actions to be done in a timeous manner and aligned to expectations and process

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

Qualification:

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 15 people

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

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