What you would be expected to do
Ensure adherence to policies for attendance, established procedures etc.
Regularly keep performance metrics results in check and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
Team managers should be well aware of the company policy and ensure its implementation and compliance. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
Real time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor assistance on customer queries.
Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
Motivating and coaching the team while ensuring optimum performance.
Keeping up to date with business development and new product lines
Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans and schedule are maintained for all team members
Manage the fair and consistent application of performance management and disciplinary measures as necessary.
Guide and inspire a team of customer service agents to deliver excellent levels of in-person/team performance and customer satisfaction
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Ensure daily, weekly, and monthly reporting on service campaigns performance against stipulated metrics.
Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater for customer satisfaction
Efficiency in case management in line with customer escalations resolution within the stipulated SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, major system outages for follow-through and feedback to key stakeholders.
Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement.
You might be a strong candidate if you
Bachelor’s Degree/diploma
Experience in mentoring or managing a team call centre
Proficiency with technology, especially computers, software applications and phone systems.
Have good systematic and data interpretation skills.
Have exceptional verbal and written communication skills
Have a strong and good comprehension of company products, policies and services
Able to handle stakeholder needs in accordance to the Sun King policies.
Able to coach, train and motivate employees and evaluate their performance
Excellent problem-solving, provision of direction, and customer service skills
Apt in escalations and disciplinary processes
Efficient, thorough and passion in customer service and a self-supervisory
Able to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
- Team management/ supervisory skills experience
- Coaching and communication skills
- Experience within contact centre set up
- Excellent coaching and communication skills
- Workforce management skills (added advantage)
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- The ability to deal with demanding customers and escalations
- Energetic and motivating skills.
- Creative thinking
- A background in managing front-line and/or tier 2 teams accountable for FCR on complex customer issues
- Managed customer escalations which ultimately resulted in a favorable customer satisfaction rating.
