Sales Call Centre Team Manager - Milnerton/Century City at MWEB

Job Output:

People Management

• Coaching the team to ensure the quality of delivery meets the appropriate company standards
• Manage and asses the team to ensure all performance standards are met, including:
• Customer satisfaction
• Sales
• Productivity
• Ensure that all HR policies and procedures are observed
• Actively manage the team’s overtime, attendance, timekeeping, holidays, sick days, and any other absence
• Ensure the team is organised effectively to maximize productivity

Communication and Feedback

• Give regular feedback to agents with regard to action plans that have been set
• Ensure all relevant business communications are communicated to the team
• Communicates information in a timely, accurate and understood manner to all team members

Reporting and Administration

• Track and accurately update the agents’ performance
• Compile and communicate reports as required by the business for relevant updates
• Track and report on root cause of customer dissatisfaction and provide recommendations

Customer Satisfaction

• Drive team performance on systems and all metrics per the department’s requirements

Requirements

Qualifications & Experience:

• Grade 12 and/or relevant qualifications
• 70% of Target for the last 3 month’s
• Should not be on PIP.
• No IR in the last 3 month’s
• ISP experience
• A thorough understanding of NPS and its implementation
• Excellent verbal and written communication skills (English)
• 2+ years of Junior People Management or Team lead experience within a call centre environment 
• Team management experience (i.e. IR, leave, shifts, team management, etc.)
• Coaching experience
• Thorough knowledge of call centre operations and technology
• Reporting