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Duties & Responsibilities        

Sales & Retentions

• Recruitment, Performance and Retention of staff
• Maintain a high level of Customer service when handling call escalations
• Sales targets in line with business strategy
• Reporting and performance analysis to track an improve performance
• Identifying new opportunities within the division

Efficiencies and Effectiveness

• Ensure productivity is optimized through the effective management of the entire campaign, driving best practice
• Consistently monitor, review and evaluate team performance to ensure set objectives are met.
• Daily and Weekly meetings with teams to ensure cross team alignment and to address issues regarding production
• Maintains acceptable work ethics within assigned mandates; keeping teams focused and productive (ensure SLA is being followed).
• Assist in identifying, developing, evaluating, implementing or improving new procedures to improve sales and reduce costs.
• Interact effectively with other departments to ensure smooth running of area.
• Ensures application and enforcement of all policies and procedures.
• Foster an environment that encourage and rewards innovation and challenges current methodologies with a view to improve efficiencies and effectiveness

Manage Team Performance

• Identify through capacity planning, resources that are required
• Focus on maintaining high performing retentions and sales teams, that are driven, incentivized and motivated to achieve set targets
• Ensure that all employees have KPIs in place to effectively manage performance levels which adequately reflect expected performance outcomes and defines appropriate competencies and behaviours of the various roles.
• Creates and drives motivation through fun activities/themes.
• Effectively communicate any changes to the mandate to team
• Management of Absenteeism/Late coming across all teams

Reporting

• Provides daily feedback to our Client as and when required.
• Adherence to compliance and regulatory requirements
• Analyse existing processes and workflows to identify inefficiencies and propose improvements
• Interpret data and provide actionable insights to support decision-making and optimise processes through automation.

Competencies Required

Knowledge

• Ability to interact with clients
• Target Tracking on daily basis and facilitating in the adaption of the strategy accordingly.
• Knowledge of SLA Management/Mandate Policies and Procedures/Panel Rankings/Required Quality Assurance standards.
• Ability to use outcomes to adjust and to ensure that targets are met.
• Ability to produce and write commentary for Client Reporting (Daily, weekly and monthly)
• Excellent People Management Skills to lead a Team (Performance Management, People Management & motivation skills.)

Skills

• Uses effective interpersonal and communication skills to gain acceptance of and commitment to plans, ideas and initiatives.
• Makes client and business needs a primary focus.
• Builds rapport and constructive relationships with stakeholders.
• Considers how actions or plans will affect the client’s requirements and existing environment.
• Implements effective ways to monitor and evaluate client concerns, issues, and satisfaction.
• Identifies and distinguishes between critical and less critical activities and adjusts priorities according to business impact
• Uses time effectively and prevents irrelevant issues or distraction from interfering with work completion
• Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions.
• Leadership abilities, with a focus on coaching, mentoring, and developing team members.

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Responsibilities:

• Lead and manage a team of customer care representatives, providing guidance, training, and mentorship.
• Develop and implement customer service policies and procedures to ensure consistency and high-quality service.
• Monitor and analyze customer feedback and data to identify trends and areas for improvement.
• Handle escalated customer issues and provide resolution in a timely and professional manner.
• Collaborate with other departments within the company to ensure a seamless customer experience.
• Conduct regular performance evaluations and provide feedback for team members.
• Stay up to date on industry trends and best practices in customer service.

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field.
• Minimum of 3 years of experience in customer service management.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office and customer service software.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
   

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