Team Manager

We are looking for a dynamic and customer-centric individual to join our call center team as a Team Manager. In this role, you will be the first point of contact for our valued customers, providing top-notch service and assistance. If this sounds like YOU, connect with us TODAY.

Responsibilities:

• Supports, coaches and manage a team of Contact Center Agents

• Communicates performance against objective with the individual team members and constantly monitors performance in terms of agreed key performance indicator (log-on time, time-in wrap, average handle time)

• Works with the shift supervisor and coordinates shift roster for the team members to ensure that agreed shifts would be covered

• Conducts return to work interviews after absenteeism

• Undertakes any administration associated with payroll, performance related bonus, staff annual leave, expenses claims and amendments to staff rosters

• Conducts regular team meetings and buzz session to ensure that two-way communication is maintained between team members and management

• Supports the management team in the creation of management reports based on agreed time scales

• Attends to high-level customer complaints received by team members and spends an agreed proportion of time answering queue calls

• Conduct call monitoring either by listening in to the radio recorded calls or live calls and subsequently undertakes coaching sessions with team members

• Disseminates information received from client contact point to the team members as soon as possible and ensures that the team members are fully briefed on the information received

• Support the Contact Center in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level)

• Identifies area for service improvements and makes recommendation to the management team

Requirements:

• Minimum 2 year(s) of relevant experience in supervisory role, preferably in a contact centre or customer service environment.

• Tech savvy and has good knowledge of Microsoft Office (Word, Powerpoint & Excel).

• Possess good interpersonal and communication skills, creativity and problem-solving skills.

• Positive and able to motivate team to achieve business targets.

• Good leadership and people management skills.

• Able to work well in a team in a dynamic and fast-paced environment

We offer competitive compensation, ongoing training, and a supportive work environment.

If you’re enthusiastic, eager to learn, and ready to make a positive impact on our customers, we want to hear from you! Join our team and be part of an exciting customer care experience.