Senior Team Manager Customer Experience

Alorica; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking a dedicated Supervisor to oversee client programs in a dynamic call center environment. This role involves managing a team of 50-75+ personnel, ensuring performance goals are met, and fostering a culture of excellence through training and support. The ideal candidate will possess strong management skills, a commitment to customer service, and the ability to implement innovative solutions that drive efficiency. Join a company that prioritizes making lives better through exceptional service and offers a collaborative work environment where your contributions will be valued.

Qualifications

• Associates degree or two years of college coursework in related subjects.
• Considerable experience in management within a customer service environment.

Responsibilities

• Oversee daily aspects of a client program at a call center.
• Manage and monitor project start-up and performance goals.
• Develop and manage support staff working with Operations.

Skills

Customer Service Skills

Interpersonal Skills

Management Skills

Problem Analysis

Communication Skills

Education

Associates Degree

Two Years of College Coursework

Job description

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Job Summary

Performs difficult supervisory work overseeing daily aspects of a client program at a call center. General supervision is exercised over 50 – 75+ subordinate personnel. Work is distinguished from the Team Manager based on the level of authority with respect to the execution of deliverables, as well as the scope of the project and/or subordinate personnel. This classification is recognized as a progressive step in the succession planning of a Team Manager.

Job Responsibilities

1. Enforce daily service objective performance goal of 95%
2. Enforce development of supervisor team to including establishing performance expectations, training, coaching, and performance appraisals.
3. Ensure performance goals are met to pre-established expectations.
4. Manage and monitor project start-up, assessing needs, design and development.
5. Implement innovative approaches to maximize efficiency and profitability.
6. Oversee and review the daily IT process to ensure that results are reported accurately.
7. Monitor and report on project and program results.
8. Maintain effective levels of communication at all levels of all pertinent information, to include corporate and/or client objectives, performance outcomes and expectations, etc.
9. Oversee efforts to address problems related to program performance.
10. Develop and manage all support staff working with Operations.
11. Ensure Quality Assurance feedback is obtained by all telephone representatives for training and quality improvement purposes.
12. Administer performance appraisals and corrective action as required.

Other Related Duties

1. Hold Team Managers accountable for high levels of professionalism, maturity, and ethical behavior.
2. Oversee the selection and training of all subordinate personnel, in coordination with the People Department/Team Managers.

Job Requirements

Minimum Education and Experience:

1. Associates degree or two years of college coursework within specific subjects related to job functions.
2. Considerable experience in management and operations management in a customer service or call center environment.

Knowledge, Skills And Abilities

1. Client advocates with strong customer service skills.
2. Excellent interpersonal skills.
3. Ability to manage numerous programs requiring attention to detail.
4. Flexibility and versatility in problem analysis and resolution.
5. Ability to communicate across functional lines particularly regarding database development.
6. Demonstrated knowledge of interviewing and selection process.

Work Environment

1. Constant sedentary work performed in a climate-controlled call center environment.

Physical Demands

1. Must be able to work in a call center environment.

If you are interested, please send us your CV in English.

Applications will be processed in strict confidentiality.

Only short-listed candidates will be contacted.

The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.