Customer Service Team Manager
Tenacity Financial ServicesCape Town, Western Cape, South Africa3 days ago
Job descriptionConduct 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 Continually identify knowledge gaps and actively implement initiatives to upskill team Develop the team through motivation, counselling, soft skill training and product knowledge education Conduct QA audits for all agents on a weekly basis 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 All actions to be done in a timeous manner and aligned to expectations and process 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 Ensure effective recruitment practices when employing new employees Ensure the team has the resources and tools to perform what is expected of them
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 queries (Internal and external queries)Develop and implement programs and procedures to improve productivity (efficiencies)
- Adopt and manage first call resolution competency
- Detect and escale Fraud and misrepresentation to the respective lines and department
- Ensure team adherence to WFM schedules
- Action any ad-hoc requirements
Coaching and mentoring of team
Team Administration
Team performance, monitoring and reporting
Resources & Capacity (people & systems)
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Customer Service Manager • Cape Town, Western Cape, South Africa
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