Team Leader: Chats & Emails at Sage

The role is a managerial position in the Customer Success environment. They operate under the direction and guidance of the Senior Managers. The Team Leader manages individual contributors in operationally managing the completion of daily activities to achieve team success. Growing the team’s technical expertise by promoting cross-team collaboration, delivering value-added services that build confidence and our reputation as industry experts through variety of assisted and unassisted channels. This role will have shared leadership and managerial responsibilities and is accountable for metric driven success for their assigned team.

Key Responsibilities Key Accountabilities And Decision Ownership

• Manage the tactical execution of Customer Success by aligning the operational environment to meet the business outcomes agreed.
• Enabling the team to deliver results through a high-performance culture that will enhance each customer relationship with Sage.
• Lead a local or remote team to continuously evaluate the required business outcomes, engaged roles, needed behaviors, evaluate team and individual performance and required work to support programs for Customer Success.
• Lead the reporting framework to produce quarterly formal reports on functional performance including revenue, customer satisfaction, and product impact
• Lead skill 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.
• Monitor 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.
• Ensure that all Sage Policies and departmental Standard Operating procedures are implemented and complied with by a Sage Colleague.
• Continually cascade information and gather of feedback with direct reports.

Technical Competencies

• Analyse and interpret the customer operating environment and align colleague skills to deliver support services on our Sage applications
• Utilise various Media channels for purpose driven communications
• Apply industry experience for situational context
• Written communications/report writing
• Solution orientated
• Managing Customer expectation through difficult and complex interactions
• Subject matter expertise advantageous

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 and lead a team of individuals to meet organisational and team goals.

Technical / Professional Qualifications

• Matric / Grade 12 certificate
• BCom and or similar post graduate tertiary degree
• 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 Client / Customer Support

Desired Qualification Accreditation

• Degree (Advantageous)

Key Performance Indicators

• Customer Satisfaction Rating >90%
• Employee job satisfaction rating >4/5
• Achievement of VSGM objectives

Behavioural Competencies

• Drives Vision & Purpose
• Build Effective Teams
• Develops top talent
• Situational Adaptability
• Drives Engagement
• Instills Trust
• Value Differences
• Attracts top talent
• Builds Networks
• Business Insight
• Financial Acumen
• Global Perspective

Key Stakeholders

• Senior Manager