Sun King Call Center Team Manager-Lilongwe Jobs in Malawi
About the role:
We are searching for a dedicated Call Center Team Manager who can coach and motivate call center representatives as they receive calls from and to clients, and conduct quality assessment of our calls and all interaction points with our customers. The Call Center Team Manager will head call center employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls.
They will continue to coach agents after training by monitoring their progress, ensuring that they acknowledge and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be systematical, contributory, 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 engagements (One to One, Training e.t.c), highlighting concerns that impact team performance.
The team manager 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
Examine all customer interaction and experience metrics, providing insights on interaction trends, process compliance and team improvement areas.
Real time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor assistance 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.
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 regular training content development from training needs assessment derived from insights and changing business.
Conduct training / calibration sessions to maintain consistency in customer interactions and process compliance
Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
Manage the fair and consistent application of performance management and disciplinary measures as necessary.
Manage and inspire a team of customer service agents to deliver excellent levels of personal/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 on both agent performance and quality output.
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 established 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 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
Hold a Bachelor’s Degree/diploma.
Have strong proficiency with technology, especially computers, software applications and phone systems.
Have good technical and data interpretation skills..
Posses exceptional verbal and written communication skills.
Showcase strong interpretation of company products, policies and services.
Are able able to coach, train and motivate employees and evaluate their performance.
Have excellent Problem solving, guidance, and customer service skills.
Are efficient and thorough with passion in customer service.
Have the ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
How to Apply
For more information and job application details, see; Sun King Call Center Team Manager-Lilongwe Jobs in Malawi
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