The Role:
We are searching for a dedicated, supportive Call Center team manager who can coach and motivate call center representatives as they field calls from and to clients. The Call Center team lead will support call centre employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to the call centre agents.
Job brief
Work closely with the team, motivating and coaching them
Hosting 1-2-1’s and team meetings
Keeping up to date with business development and new product lines
Reporting to the Customer Service Manager
Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
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
Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Work with the management team to identify and deliver positive change and business efficiencies
Deliver the allocated part of the operation within agreed budgets, service levels and business targets
Escalate any appropriate problems to senior management
Support the Senior Manager to highlight operational risks and areas for improvement
Required Skills and Experience:
Team management experience
Coaching and communication skills
Minimum of 2 years’ experience within a contact centre environment as a Team Manager
Experience within customer services
Excellent leadership and communication skills
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 technical and credit finance management
Managed customer escalations which ultimately resulted in favorable customer satisfaction rating
Job Qualifications
Bachelors Degree/diploma
Profiency 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
Efficient , and thorough with passion in customer service.
Ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
Apply via :
www.greenlightplanet.com