Job Description

We are looking for self-motivated, results-orientated, mature individuals with sound leadership skills, to be responsible for driving performance and achieving the agreed KPIs, while building a positive, people-focused team environment.

Key responsibilities will include:

Driving Operational Excellence

Leading a team of Customer Service Associates to perform effectively against set targets/KPIs
Ensuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs
Reviewing and managing each team member’s performance
Identifying and communicating barriers to performance/service delivery to the Deputy Manager
Ensuring adherence to Standard Operating Procedures and company policies

Team Leadership

Keeping the team informed of anything happening that may impact them
Establishing good rapport within the team and with other teams
Having regular Team Meetings, as well as individual Status Sessions with each team member
Actively supporting the team to meet their deadlines and targets
Driving team-building initiatives and supporting company activities
Living the company’s values in all day-to-day activities
Being a role model to the team
Supporting the team through periods of change

Learning & Development

Working closely with Operations Support, Training & HR to support the journey of new starters
Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
Ensuring that each team member has a Personal Development Plan
Attending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information

Qualifications

Source ⇲