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Seniority (Customer support, client care)
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Sun King
Energy + 2 more
Description
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.
Responsibilities
- 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.
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