Services Team Leader at Sage

Job Description

The team leader is a senior position in the Support Centre environment. They operate under the direction and guidance of the Senior Managers. The primary responsibility of the team leader is to ensure the delivery of excellent customer service by operationally managing a team of consultants in the performance of their day to day activities which will enhance each customer’s relationship with Sage.

Key Responsibilities

• Drive and identify skills development areas, and training needs through consultation, and coaching sessions for employee development through monthly one on ones and encouraging employees to effectively utilize their available time.
• Measure and manage the team to ensure out-of-line situations are immediately addressed by managing the Standard Operating Processes and ensure that these are aligned to the client response strategic objectives and ensures that processes are enhanced to meet customers' expectations.
• Communicate information in a timely, accurate and understood manner to all employees.
• Ensure that all Human Resources policies and procedures are implemented and complied with by the employees.
• Conduct team briefing sessions in line with the weekly/monthly focus agenda set by the Managers to drive quality and provide weekly updates to team.
• Ensure regular feedback is given to employees with regards to action plans that have been agreed to be implemented and ensure that all relevant business communications are communicated to the team as and when required.
• Administer weekly time of the employees, signing off on hours worked on a weekly basis.
• Tracking and accurately updating the performance of each employee in their team.
• Compile and distribute the relevant business reports to the required stakeholders, reporting on the team’s activities in the relevant forums.
• Respond to and resolve more complex customer queries.
• Deal with extremely volatile situations as and when required, ensuring that these are satisfactorily resolved.
• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback.
• Work to resolve all customer queries that are escalated or are identified as detracting from a positive customer experience.
• Drive team performance on systems and all metrics in accordance with contractual obligations.
• Analyses customer data to get to get to the root cause of customer complaints/ service delivery issues and report on trends and execute continuous improvements to address gaps.
• Give visibility and manage the whole end to end process for incidents, requests, and escalations.
• Show week over week improvement.
• You will be measured by the quality and productivity of your teams on a monthly basis.
• You have to be comfortable with receiving daily feedback on the team’s performance (be it positive or negative) and fix what is not working at the speed of light.
• Foster a culture that embodies Sage's values of excellence and world-class service.
• Utilize the data from the Productivity Measurement tools to develop individual performance plans and achieve aggressive team goals.
• Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information.
• Be an active part of Sage’s growth and innovative strategies on new product imports and proof of concepts.
• Must be able to manage and thrive in a virtual, global, and fast-paced environment.

Essential

• Skills, know-how and experience:
  • Be passionate about customer service.
  • Demonstrate excellent written and verbal communication skills and the professional problem-solving ability.
  • Demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation.
  • Ability to coach, mentor and successfully manage, grow and lead a team of individuals to meet organisational and team goals.
• Technical / Professional Qualifications
  • Matric / Grade 12 certificate a must.
  • Relevant Degree/Diploma and or similar qualification
  • Strong Process Knowledge & experience
  • 3 years contact centre experience
  • Customer centricity experience
  • Previous experience having worked in projects regarding customer improvements.
  • Previous managerial experience having worked in a call centre or helpdesk or related industries would be preferred.
  • Previous experience having worked in an area which focuses on improving customer services and relations is essential.
  • Previous experience having worked with Senior Managers is essential.
  • Excellent English and writing skills.
  • Good Negotiating Skills.
  • Conflict Resolution.
  • PC Literacy and proficient on MS Office - must have advanced Word, Outlook and Power Point skills.
• Desired Work Experience
  • 2 to 5 years’ experience in a customer facing support position.
  • 5+ years of experience in a hands-on technical position such as Software Support, Payroll Support, Technical Support or System Administrator
  • 2+ years of experience managing a customer support team of 5 or more people
  • Strong leadership and coaching skills
  • Committed to self-development and the professional growth of others
  • A passion for creating work in a process-driven way and working with team members to continuously improve the process