Customer Service Team Manager

11 hours ago

Northern Suburbs, South Africa Tenacity Financial Services Full time

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 i.e. return to work etc.
- 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

**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

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