Senior Team Manager
4 weeks ago
Senior Team Manager
Job Description:The primary responsibility of a Senior Team Manager is to oversee the performance of a team of advisors, ensuring they deliver exceptional customer service and achieve set targets. This involves providing coaching, guidance, and support to team members, as well as analyzing data to identify areas for improvement.
Key Responsibilities:- Leadership: Lead and motivate team members to achieve their full potential.
- Performance Management: Analyze team performance data, identify areas for improvement, and develop strategies to address these issues.
- Communication: Effectively communicate with team members, stakeholders, and customers to ensure seamless operations.
- Problem-Solving: Resolve customer complaints and issues in a timely and professional manner.
- Training and Development: Provide training and coaching to team members to enhance their skills and knowledge.
- Qualifications: Matric qualification with English and Maths.
- Experience: Minimum 12 months' team leader experience and minimum 12 months' experience in a call center environment.
- Motivational Skills: Good motivational skills to bring out the best in team members.
- Managerial Skills: Good managerial skills to lead the team successfully.
- Patience and Assertiveness: High degree of patience and assertiveness with excellent rapport-building skills.
- Teamwork: Positively contribute and lead in team activities.
- Quality Control: Takes pride in work, checking own for quality.
- Time Management: Maintains effective time management.
- Conflict Resolution: Manage the negativity of others.
- Disciplinary Procedures: Knowledge of disciplinary procedures.
- Prioritization: Ability to prioritize deliverables and plan accordingly.
- Adaptability: Embraces change whilst remaining productive and positive.
WNS Global Services is an equal opportunities employer and welcomes applications from all qualified candidates.
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