Call Center Team Manager at Sun King (Formerly Greenlight Planet)

We are searching for a dedicated, supportive Call Center Team Manager who can 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 Call Center Team Manager will support call 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, supportive, and prepared to act as a resource to the call center agents.

What you would be expected to do

• Ensure adherence to policies for attendance, established procedures etc.
• regularly keep performance metrics results in check 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 on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
• Responsible for motivating and coaching 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 schedule are maintained for all team members
• Manage the  fair and consistent application of performance management and disciplinary measures as necessary.
• Lead 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 relaying this knowledge back to the team
• Ensure daily, weekly, and monthly reporting on service campaigns 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 for customer satisfaction
• Efficiency in case management in line with customer escalations resolution within the agreed 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, 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)
• Proficiency with technology, especially computers, software applications and phone systems
• Good analytical and data interpretation skills.
• Exceptional verbal and written communication skills
• Strong and understanding of company products, policies and services
• Ability to coach, train and motivate employees and evaluate their performance
• Excellent Problem solving , leadership,and customer service skills
• Apt in escalations and disciplinary processes
• Efficient , and thorough with passion in customer service.
• Ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
• Team management/ supervisory skills experience
• Coaching and communication skills
• Experience within call center set up
• Excellent leadership and communication skills
• Workforce management skills (added advantage)
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
• Background in managing front line and/or tier 2 support team responsible for FCR on complex customer issues
• Managed customer escalations which ultimately resulted in favorable customer satisfaction rating