Team Manager

**Reporting to**: Operations Manager: Customer Services & Process Recoveries

**Job Purpose**: To manage the day-to-day activities of the team members, driving daily targets and expectations as well as coaching and guiding the customer service consultants to achieve a 1 touch resolution on all queries, request and complaints received either telephonically or via digital platforms from customers/debtors or clients.

**Location**: Woodstock, Cape Town

**Key Performance Areas**

Under the management / direction of the Operations Manager, the Team Manager will have the following responsibilities (including but not limited to):
1. People Management: The practice of recruiting, training, engaging, motivating, coaching, and directing employees to optimize their talents to maximise workplace productivity and promote professional growth.
- Empowering your team members
- Handling interpersonal conflict
- Building trust
- Leading employee training
- Managing deadlines and KPA expectations
- Building company culture

2. Productivity Management**: The practice required for managing your team's inputs against expected targets like:

- Attendance and time keeping
- Calls answered
- Promises to Pay
- Debit orders
- Settlement payments
- Quality of the PTP
- Call quality and service rendered to customers

3. Query/Complaint resolution: Complaint resolution is the business process that customer services employ to manage and resolve complaints
- It will be the responsibility of the customer services team manager, where necessary to designed and implement correctly, complaint resolution policies required to enable agents to provide a solution to questions, concerns, or complaints efficiently and satisfactorily to debtors/customers.

4. Quality and Compliance Management
- Demonstrates an accurate understanding of the debt collection process
- Demonstrates an accurate understanding, and adherence, to ensuring that quality conversations are had customers
- National Credit Act
- Debt Collections Act
- Magistrates Court Act
- Practice sound data ethics
- Demonstrates an accurate understanding, and adherence to 1st Call Resolution
- Demonstrates an accurate understanding, and adherence to the principals of Treating Customers Fairly

**Education & Experience**:

- Higher Certificate or Diploma in Management and leadership is advantageous.
- A minimum of 2 years' experience as a Team Manager, managing a team of Inbound Customer Service consultants within an outbound debt collections environment / outbound sales environment / outbound customer service environment, with proven evidence of past performance.

**Skills /Attributes**:

- Strong leadership
- Integrity
- Strong moral behaviour
- Ethical
- Ability to manage change within your team
- Agility and adaptability
- Action and resolution oriented
- Innovation and creativity
- Clear Effective Communicator
- Strong Emotional Intelligence/Quotient
- Planning and Organisation skills
- Active listener and Problem-Solving ability
- Critical thinker and ability to make Decisions
- Technical Skills: MS Office, Intermediate to Advance proficiency in Excel and Strong Presentation skills

**Remunerations Structure**:

- Basic salary + incentive earnings based on performance
- Benefits at the full cost to the Employer;
- Funeral Cover (at the full cost of the employer)
- Life Cover (at the full cost of the Employer)
- Disability Cover (at the full cost of the Employer)
- Medical Cover (at the full cost of the employer, after successful completion of the probation period)
- Subsidized School fees towards your child schooling at Nimble Peak Child EduCare (ages: 3 months - 5 years)

**Working Hours**:

- You will be required to work a maximum of 45 hours per week;
- Monday - Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.
- Saturday: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.

**This appointment will be made in line with the Nimble Group Employment Equity plan.