Customer Service Team Manager - Northern Suburbs, South Africa - Tenacity Financial Services

Tenacity Financial Services
Tenacity Financial Services
Verified Company
Northern Suburbs, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description
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 adhoc requirements

Coaching and mentoring of team:


  • Conduct regular oneonone 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 1 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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