Cape Town Team Manager - Ascensos

Verified Company
Cape Town, South Africa

1 month ago

Thabo Mthembu

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Thabo Mthembu

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Cape Town, South Africa

Office Based

Full Time, Permanent


Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us.

We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, KFC and Big Bus Tours.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.

What We're Looking For
As a Team Manager, you'll be responsible for the performance and leadership of the team.

You'll coach, develop, lead and motivate your team to achieve their targets through effective performance management, whilst creating an open, honest, fair, and engaging team environment.

Using the tools and data supplied, you'll identify areas for improvement within your team, set objectives and targets for achieving these improvements, and assist in providing insights for our client.

Working closely with the Ops, you'll help build and maintain a positive, effective, and successful relationship with our client at all levels, with a particular focus on the Customer Service and Marketing teams.

  • Excellent communication skills in varying circumstances, tailored to your audience.
  • The ability to thrive in being involved with your team and are a handson leader.
  • Have true respect and value for your team.
  • Understanding that developing others is vital to the success of your team and ultimately you.
  • Awareness that results are important to you, and you will always work to deliver the best.
  • Professionalism, fairness, and consistency at all times

What To Expect

If you have a passion for helping others, are great with people and want to gain experience representing a fantastic brand this could be the role for you.

You'll be learning from the best while working on one of the most innovative projects to deliver excellent customer experience for our world-leading client in tech support.

You'll receive full training in all areas. It's all about being a naturally friendly, respectful, and helpful person who's a bundle of enthusiasm and positivity.

You'll join some amazing colleagues to form a great dynamic team, who use their remarkable skills, to provide exceptional brand and product knowledge, efficient service, and a friendly attitude.

Our typical day shift pattern involves:40 hours within the week. Monday-Sunday 10 am to 10 pm in shifts on a rotational basis.

Please note. This role is based at our office in Cape Town South Africa.

Your role can include, but isn't limited to:

The Team Manager role is hands-on; you won't be deskbound but will be in the midst of your team on a daily basis.

Your main focus will be the development and leadership of your team in achieving their results.

Responsibilities include:

  • Delivery of KPIs through effective management of your team
  • Lead, motivate and develop a team of advisors.
  • Conduct monthly, quarterly, and annual performance evaluations.
  • Monitor development performance and contribute to the achievement of team results.
  • Handle escalated customer interactions if required.
  • Analyse data to establish performance improvement areas and provide insights.
  • Participate actively in recruitment activities.
  • Manage individual performance absence or disciplinary issues as an example.

About You

We believe that happy people keep people happy, so we're looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with a range of customer queries.

We're delighted to drive innovation on-site day after day, so it's a plus if you're inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we're looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills

  • Graduated High School or University.
  • Native level/fluency in English or at least C1 both verbal and written.
  • Experience of 2 years in BPO/call centre environment.
  • Positive attitude & excited to discover new CX approaches.
  • Excellent empathy, able to build rapport and communicate helpfully.
  • Excellent communication skills.
  • Time management and organizing skills.
  • Enjoy a creative and hardworking office environment.
  • Keyboard/Computing skills.
  • Ability to research well and quickly.
  • Fantastic questioning skills.
  • Ability to work as part of a team.
  • Enthusiasm and passion for completing tasks to the best of your ability.

Join #theAteam
As an Equal Opportun

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