Customer Service Team Manager

To manage and oversee the smooth functioning of a team of Customer Service Agents in order to achieve service levels, positive customer experiences, and to build and maintain an integrated and balanced people management approach.

Manage daily operations :

Supervise, lead, and performance manage a team of agents

Drive and manage client service objectives and service levels

Ensure correct procedures are followed and give direction to employees on what to do and how to improve

Support teams and / or resolve internal and external 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 departments

Ensure team adherence to WFM schedules

Action any ad-hoc requirements

Coaching and mentoring of team :

Conduct regular one-on-one meetings with team members to identify concerns and implement corrective actions

Identify training needs and ensure coaching takes place

Continuously identify knowledge gaps and implement initiatives to upskill the team

Develop the team through motivation, counseling, soft skills training, and product knowledge education

Conduct QA audits for all agents weekly

Team Administration :

Ensure new starters transition effectively into the team

Conduct probation review meetings within the first 3 months of employment

Address behavioral concerns in line with the Company's Disciplinary Policy

Manage team absenteeism according to the Company's Absence Management Policy

Ensure trackers (IR, Absence & PIP) are updated daily

Process all leave transactions on ESS

Manage the waybill, overtime, and special time for payroll

Handle the termination process for departing agents

Complete actions promptly and in line with expectations and processes

Team performance, monitoring, and reporting :

Set, track, and report on individual targets for each agent

Utilize reports effectively for performance management of department KPIs

Conduct monthly performance reviews

Address underperformance per the Performance Improvement Policy

Resources & Capacity (people & systems) :

Ensure effective recruitment practices

Ensure the team has the necessary resources and tools

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