Customer Service Team Manager

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