Team Manager (Westlake) at Achievement Awards Group

Primary Purpose:

• Your mission, should you choose to accept it, is to ensure our team of Contact Centre Agents delivers nothing short of stellar customer experiences. You'll be the maestro orchestrating daily tasks to hit those management-approved goals and targets.

 Key Roles and Responsibilities:

• Start your day with a bang by leading morning meetings, setting the team's objectives, and maybe even throwing in a joke or two to get the team pumped.
• Have ears sharper than a bat's! Listen in on agent calls, offer feedback, and keep everyone compliant with quality standards (bonus points if you can spot a hidden talent in your team!).
• When the going gets tough, you're tougher. Coordinate responses to incidents and ensure our agents navigate risks like they're dodging raindrops.
• You're the glue that holds us all together. Oversee communication between team members, clients, and business!
• Be the coach our team never knew they needed. Support, supervise, and motivate agents to smash performance targets and deliver jaw-dropping service.
• Call escalations? No sweat! You'll handle those like a pro and swoop in to save the day when agents face tricky situations.
• Keep the team's spirits high with ongoing coaching, development, and motivational speeches that could rival a TED talk.
• Identify and tackle any people issues with the finesse of a diplomat and the empathy of a saint.
• Always stay on the right side of the law (because orange isn't your colour). Adhere to all relevant legal frameworks and company policies like a boss.

Requirements

Education, Knowledge, Experience, Attributes:

• Are your verbal and written communication skills smoother than butter on a hot pan? Check!
• Do you have the attention span of a hawk and the organizational skills of a librarian? Double-check!
• Know your stuff when it comes to customer service, products, and CRM systems? Triple-check!
• Can you handle pressure like a diamond and resolve conflicts like a peacekeeper? Quadruple-check!

 Education and Training:

• A National Senior Certificate or NQF level 4 is a must.
• A bachelor’s degree or diploma in a relevant field? Even better!
• Registration with BPESA or CCMG is like the cherry on top of an already delicious cake.

Experience:

• You've spent at least 3 years wading through the trenches as a contact centre agent or in a retail environment, providing top-notch customer service.
• Managed people before? Great! At least 1 year of experience in a contact centre environment will put you ahead of the pack.
• You're no stranger to MS Office and contact centre technologies. Databases and customer satisfaction is your playground.
• Handling difficult escalations and meeting and exceeding customer and client satisfaction is second nature to you, like riding a bike.
• If you're ready to join a team where professionalism meets fun, then send us your resume pronto!
• We promise not to judge you based on your karaoke skills (though they may come in handy during team-building events). Let's make magic happen together!