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 ad-hoc requirements
Coaching and mentoring of team:
Conduct regular one-on-one 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 12
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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