Work closely with the team, motivating and coaching them
Hosting 1-2-1’s and team meetings.
Keeping up to date with business development and new product lines.
Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members.
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
Manage the fair and consistent application of performance management and disciplinary measures as necessary.
Manage and inspire a team of customer service agents to deliver excellent levels of team performance and customer satisfaction.
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
Work with the management team to identify and deliver positive change and business efficiencies.
Deliver the allocated part of the operation within budgets, service levels and business targets.
Escalate any appropriate problems to senior management.
Highlight operational risks and areas for improvement.

Have prior experience managing a team is an added advantage but not a must.
Have good coaching and communication skills.
Have minimum of 2 years’ experience within a contact center environment.
Have Strong coaching and people-development skills through call listening, quality feedback, etc.
Are able to deal with demanding customers and escalations
Are a creative thinker.
Have managed customer escalations which ultimately resulted in favorable customer satisfaction rating.

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Team Manager – Call Center Operations

Key skills