Customer Service Team Manager

Tenacity Financial Services; Wes-Kaap; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading financial services company is seeking a Team Leader for their Customer Service Agents. The successful candidate will manage operations, enhance customer experiences, and drive team performance through effective coaching and monitoring. This challenging role offers an opportunity to develop a high-performing team while ensuring operational excellence.

Qualifications

• Experience in managing teams effectively.
• Ability to coach team members and implement effective training.
• Skilled in performance monitoring and reporting.

Responsibilities

• Supervise a team of Customer Service Agents.
• Conduct performance reviews and coaching sessions.
• Manage daily operations and ensure adherence to procedures.

Skills

Leadership

Performance management

Coaching

Problem-solving

Communication

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 internal and external queries
• Develop and implement programs and procedures to improve productivity (efficiencies)
• Adopt and manage first call resolution competency
• Detect and escalate fraud and misrepresentation to the respective lines and departments
• Ensure team adherence to WFM schedules
• Action any ad-hoc requirements

Coaching and mentoring of team :

• Conduct regular one-on-one meetings with team members to identify concerns and implement corrective actions
• Identify training needs and ensure coaching takes place
• Continuously identify knowledge gaps and implement initiatives to upskill the team
• Develop the team through motivation, counseling, soft skills training, and product knowledge education
• Conduct QA audits for all agents weekly

Team Administration :

• Ensure new starters transition effectively into the team
• Conduct probation review meetings within the first 3 months of employment
• Address behavioral concerns in line with the Company’s Disciplinary Policy
• Manage team absenteeism according to the Company’s Absence Management Policy
• Ensure trackers (IR, Absence & PIP) are updated daily
• Process all leave transactions on ESS
• Manage the waybill, overtime, and special time for payroll
• Handle the termination process for departing agents
• Complete actions promptly and in line with expectations and processes

Team performance, monitoring, and reporting :

• Set, track, and report on individual targets for each agent
• Utilize reports effectively for performance management of department KPIs
• Conduct monthly performance reviews
• Address underperformance per the Performance Improvement Policy

Resources & Capacity (people & systems) :

• Ensure effective recruitment practices
• Ensure the team has the necessary resources and tools