Senior Team Manager

4 weeks ago


Cape Town, Western Cape, South Africa Customer Experience People SA Ltd Full time

Job Overview

A senior team manager at Customer Experience People SA Ltd guides and oversees the development of their team, ensuring they achieve goals that contribute to the growth of the department and wider organization. They create an environment that promotes positive communication, encourages team bonding, and drives a culture of high performance.

Key Responsibilities

  • Manage team performance and achievement of key performance indicators (KPIs)
  • Leave and absence management to ensure required resourcing is available as per service level agreements (SLAs)
  • Provide ongoing sales coaching to the team
  • Regularly listen to calls to provide guidance and support
  • Develop and implement team professional development plans, considering career paths, succession, and continuous professional development (CPD)
  • Monitor and maintain quality standards, with a focus on customer satisfaction (CSAT)
  • Participate in department-related projects and change activities
  • Prepare and respond to client queries and communication in a timely manner

Requirements

  • Matric or equivalent qualification
  • 2 years of experience as a customer service leader in a call centre
  • Ability to work USA shifts between 3pm and 3am

Essential Skills

  • Sales coaching and upskilling
  • Operational knowledge and prioritization of workload
  • Core behaviours: dependable, driven, and collaborative

Fundamental Values

  • Bring Your A Game
  • Strive For Greater
  • Enable and empower all employees
  • Do the right thing
  • Own it
  • Deliver unbelievable service

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