This role will be accountable for the successful output of the following performance areas:
Manage daily operations:
- Supervise, lead and performance manage a team of agents
- Drive and manage client service objectives and call times
- Ensure correct procedures are followed and give direction to employees on what to do and how to improve
- Support teams in resolving escalated customer 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 100% adherence to WFM schedules and participate in forecasting
- 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
- Upskill team in resolving escalated customer queries
- 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
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
Specific Requirements
- Matric/Grade 12
- 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 12 people
- Understand drivers in the sales environment to ensure effectiveness and sales efficiencies
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