Team Manager at Foundever

WHAT YOU’LL BE DOING

• As a Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great.
• We advocate a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.

ABOUT YOU

• It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your team.
• It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment.
• You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures.
• By leading the way you will develop your team’s skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.

KEY RESPONSIBILITIES:

• Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.
• Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors.
• Continually review and monitor work performance of all Advisors against agreed KPI’s.
• Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
• Facilitate a culture of open and honest two-way communication with all team members.
• Ensure action from employee satisfaction surveys are implemented and continuously reviewed.
• Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job.
• Ensure appropriate actions are taken to improve client satisfaction survey scores.

YOUR PROFILE AND EXPERIENCE

• Leadership: Evidence of effective interpersonal, coaching/supervisory skills.
• Expertise: Previous experience working in a call centre environment is essential.
• Communication Skills: Excellent telephone, computer/keyboard, verbal and written communication skills.
• Ability: Good numeric and verbal reasoning skills.
• Critical-thinking: Effective problem-solving skills.
• Employee Perfomance: Performance Management skills.
• Handling: Client/customer management skills.
• Background: A clear criminal background check.
• Education: Minimum Grade 12.
• Required Experience: Minimum 3 years Team Manager experience within the BPO space preferably on a US campaign or having worked in a 24/7 environment