Customer Service Team Manager - (Onsite) Sandy Bay, Hanover -

“Hiring the right people takes time, the right questions and a healthy dose of curiosity. What do you think is the most important factor when building your team? For us, it’s personality.” —Richard Branson

The individual will direct and/or manage all activities associated with call center operations. In addition, the successful candidate will maintain and enhance services by organizing and evaluating delivery systems and procedures, supervise a staff of Customer Service Agents and work to develop and coach talent to ensure the successful operation of the team and organization.

 Duties and Responsibilities

 • Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety of issues

• Sets priorities for team to ensure task completion, coordinates work activities with other supervisors

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager

• Directs and/or manages all activities associated with Call Center/Chat Agent operations, including developing and implementing policies and procedures on systems

• Ability to navigate through multiple computer applications with speed and accuracy

• Establishes and implements performance and service standards

• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations

• Ensures productivity meets or exceeds service and quality standards

• Assesses and analyses team performance, identifies performance gaps and provides feedback and coaching

• Provides guidance, leadership and motivation to promote maximum performance

• Assesses and evaluates current team competencies to develop a baseline of service opportunities

• Assists in training new employees and ensuring ongoing training is effective

• Measures service levels and tracking systems for program improvement

• Analyses and resolves customer service escalations

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations

 • Maintains adherence in areas such as attendance, punctuality and use of time-off

Required Qualifications and Skills:

• Minimum 1-year experience in a Team Leader/Supervisor position preferable in the BPO industry
• College degree or equivalent in Business Management, Sales and Marketing or related field
• Excellent communication and leadership skills
• Must be able to resolve team conflict/s
• Must be able to coach and mentor team members

• Must be able to multitask effectively

• Great leadership and organizational skills
• Good track record in performance management
• Employee / customer centric
• Excellent communication skills
• Good problem-solving skills