Customer Service Team Manager - Cape Town, South Africa - O'Dwyer Personnel

O'Dwyer Personnel

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

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RESPONSIBILITIES:

Provides regular supervision and mentorship over subordinate staff
Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
Facilitates daily agent coaching and development sessions in both written and verbal format
Participates in client related activities to include client calibration sessions and project planning
Identify and address agent training needs
Manage team's time entry to ensure 0% discrepancy rate
Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc.)
Manage financial implications of attrition and attendance by maintaining programspecific goals
Manage staffing in accordance with program specific workflow (i.e. downstaffing, upstaffing)
Completion of weekly Team Manager Scorecard for review with Operations Manager
Provide agent support via handling escalated calls, as needed
Maintain uptodate employee files and documentation

REQUIREMENTS:

High School Diploma or GED required
Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following:
Excellent oral and written communication skills
Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and companywide objectives
Successful completion of two management level interview
Time management skills and computer proficiency
Previous sales experience preferred

Job Type:
Permanent