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
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