The Role
- The Contact Center Team Manager will manage, coach and motivate customer service executives
as they engage with our customers through the different voice and non
voice platforms within the business. The Contact Center Team Manager will
Mentor contact center employees and assist in the coaching and mentoring
process, ensuring that every agent is well prepared to provide quality
customer experience. They will be responsible for driving performance of
the team in line with the assigned KPIs ensuring that they understand and
meet/exceed expectations through continuous engagements. You should be
analytical, accommodating, and prepared to assist call center agents.
What you would be expected to do
- Regularly monitor performance metrics
results 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 support on customer queries.
- Conduct pre-shift team meetings daily
setting focus and priorities for the day to ensure productivity of the
agents along their KPIs.
- Motivate and coach 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
schedules are maintained for all team members
- Manage the fair and consistent
application of performance management and disciplinary measures as
necessary.
- Head and inspire a team of customer
service agents to deliver excellent levels of individual/team performance
and customer satisfaction
- Keep up to date with any industry changes
affecting the business and relay this knowledge back to the team
- Ensure daily, weekly, and monthly
reporting on service campaign 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 to customer satisfaction
- Efficiency in case management in
line with customer escalations resolution within the defined 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, and
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
- 1 year experience managing call center
teams (external 2 years)
- Background in managing front-line and/or
tier 2 support team accountable for FCR on complex customer issues
- Proficiency with technology, especially
computers, software applications and phone systems
- Good analytical and data interpretation
skills.
- Exceptional verbal and written
communication skills
- Strong comprehension of company products,
policies and services
- Ability to coach, train and motivate
employees and evaluate their performance
- Excellent Problem solving, steering, and
customer service skills
- Team management/ supervisory skills
experience
- Creative thinker who possesses coaching
and communication skills
- Workforce management skills (added
advantage)
- Ability to deal with demanding customers
and escalations
- Managed customer escalations which
ultimately resulted in a favorable customer satisfaction rating
How to Apply
