SayPro Team Manager – Call Center Operations

Team Manager – Call Center Operations Sun King • Johannesburg Job description Description Location: Johannesburg, South Africa About the role: We are searching for a dedicated, 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. 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 specified budgets, service levels and business targets. Escalate any appropriate problems to senior management 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. Perform quality assurance checks on all interactions in the call centre under the guidance of the training Manager 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. You might be a strong candidate if you have: Minimum 3 years’ team management experience Bachelor’s Degree/diploma Coaching and communication skill Experience within customer services Excellent leadership and communication skills Coaching and people-development skills through call listening, quality feedback, etc. Ability to deal with demanding customers and escalations Background in technical and credit finance management Managed customer escalations which ultimately resulted in favorable customer satisfaction rating 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. About Sun King Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month. Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash. Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively. Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter. From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers. Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce. #J-18808-Ljbffr