Customer Service Team Manager

Tenacity Financial Services; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Tenacity Financial Services seeks a capable Team Leader to manage a Customer Service Agents team in Cape Town. The role focuses on achieving service levels, delivering positive customer experiences and balancing people management with operational needs.

You will supervise daily operations, coach staff, handle performance reviews, manage attendance and leave, and ensure resources and tools support the team. Strong emphasis on QA, fraud detection awareness and timely incident handling.

Qualifications

• Experience leading a team in a customer service environment.
• Ability to coach, mentor and develop agents for performance improvement.
• Strong understanding of KPI-driven management and QA processes.

Responsibilities

• Supervise, lead and performance manage a team of agents.
• Drive client service objectives and service levels.
• Ensure adherence to procedures and provide guidance for improvements.
• Develop programs to improve productivity and first call resolution.
• Monitor and report on team performance and KPIs.
• Handle team administration, attendance, leave and payroll handoffs.
• Recruitment practices and ensuring adequate resources for the team.

Skills

Leadership

Coaching

Performance management

Customer service

WFM & scheduling

QA & metrics

Training & development

Job description

To manage and oversee the smooth functioning of a team of Customer Service Agents in order to achieve service levels, positive customer experiences and to build and maintain an integrated and balanced people management approach.

Manage daily operations:

• Supervise, lead and performance manage a team of agents
• Drive and manage client service objectives and service levels
• Ensure correct procedures are followed and give direction to employees on what to do and how to improve
• Support teams and/or resolve queries (Internal and external queries)Develop and implement programs and procedures to improve productivity (efficiencies)
• Adopt and manage first call resolution competency
• Detect and upscale Fraud and misrepresentation to the respective lines and department
• Ensure team adherence to WFM schedules
• Action any ad-hoc requirements

Coaching and mentoring of team:

• Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
• Identify training needs and ensure adequate coaching takes place
• Continually identify knowledge gaps and actively implement initiatives to upskill team
• Develop the team through motivation, counselling, soft skill training and product knowledge education
• Conduct QA audits for all agents on a weekly basis

Team Administration:

• Ensure new starters effectively transition into the team
• Conduct probation review meetings during first 3 months of employment
• Address any behavioural concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis
• Ensure all leave transactions is processed on ESS
• Manage the waybill and overtime/special time to payroll
• Manage the termination process for all agents leaving Tenacity
• All actions to be done in a timeous manner and aligned to expectations and process

Team performance, monitoring and reporting:

• Set, track and report on individual targets for each agent within the team
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Company’s Performance Improvement Policy

Resources & Capacity (people & systems):

• Ensure effective recruitment practices when employing new employees
• Ensure the team has the resources and tools to perform what is expected of them