Team Manager - Call Center Operations

Job title : Team Manager - Call Center Operations

About the role:

• The Team Manager - Call Center Operations is a dedicated, team member who can coach and motivate call center representatives. You will assist in the training and mentoring process, ensuring that every agent is well prepared for their calls.

What you would be expected to do:

• 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.

You might be a strong candidate if you:

• 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.

What we offer (in addition to compensation and statutory benefits):

• A platform for professional growth in a rapidly expanding, high-impact sector.
• Immerse in a collaborative culture, energized by Sun King's employees who are collectively motivated by fostering a transformative, sustainable venture.
• A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
• Tailored learning pathways through the Sun King Academy to elevate your leadership and managerial capabilities.