The Team Manager’s role is to manage a team of Agents, and to ensure individual Agents are performing against targets, reviewing their performance and coaching/training them to do so. The Team Manager must be able to lead the team with due assertiveness, mutual respect, diplomacy, maturity and objectivity.

Fixed term 12-month contract

3-5 years of experience within Customer Care Team Manager (Payments)

Duties and Responsibilities

Administration & Support to Call Centre Agents

To guarantee that first and second level support is provided to Call Centre Agents, to maintain call service levels above 95%.
To be able to available and assisting on calls when an agents has explored all the options but the customer still requires to speak with the Manager.
To guarantee that all emails and RT support queries are actioned within 24hrs and SLA levels are maintained.
To monitor Email and RT responses by call center Agents providing training and upskilling where errors occurred.
To ensure clients are received in a professional manner telephonically by all Call Centre Agents
To manage the resolution of queries and where necessary ensure the escalation to the relevant parties
To manage Call Centre Agents, especially in terms of productivity, training, product knowledge and staff morale, with the goal of ensuring complete customer and client satisfaction at all times.
To ensure complete client satisfaction at all times
To ensure that any HR or disciplinary matters are brought to the attention of the Recruitment agency or DD HR.
To ensure clients are received in a professional manner telephonically by all Call Centre Agents

Monitoring of Problem- Solving

Daily monitoring to ensure that Call Centre agents meet their basic KPI’s and basic requirements (e.g.: timekeeping, adhering to break times etc.)
Ensure that any fault finding whether its system or customer related escalations takes place as and when the need arises and is followed up accordingly and a resolution is provided.
To manage & avail regular reports regarding the email correspondence/refunds actioned by the team, and liase with 3rd party teams (eg tech support) and clients in order to work towards prompt resolution for the customer

Call Centre Reporting

To ensure that Agents report unusual cases - whether a system, an application or a procedural error.
To advise senior management and regional heads of any errors discovered while interacting with customer whether it be on email or on voice.
To provide feedback to agents on productivity and quality levels on a monthly basis.
To ensure all timesheets/rosters and registers are completed on a daily basis in order to meet cut off each month, in order to send to payroll for processing for monthly salary payments.

Quality Assurance

Quality monitoring and feedback compiled and tracked to manage the performance of each team member.
To provide feedback to senior management and regional heads if an agent, after continuous training and upskilling, is still under performing.
To complete all Quality Assurance and incentive criteria’s within respective time frame in order to process any incentive rewards at month end.
To assist on call and email support for regions outside of your care to maintain overall DD Service levels are met and maintained, over all departments/business units;
To ensure that the Agents react to and adhere to all requests and instructions issued by yourself, and that their behaviour is supportive of the company and call centre’s goals and values

Training

To promptly assist with any query or re-training request by a consultant
To ensure that all Agents have the latest training material covering all countries and products, and that this material is updated regularly
To ensure that re-training and staff evaluations occur weekly and feedback is given to the agent on a monthly basis
To ensure that all Agents have the necessary tools and access to perform their role correctly and they are trained to use it accordingly.
To provide suggestions to senior management on how staff training, performance, morale and productivity can be improved.

Key Competencies

Strong verbal and written communication skills
Time management
Listening skills
Problem analysis and problem solving
Customer service orientation
Attention to detail
Team work
Stress tolerance
Interpersonal skills
Knowledge of principles and processes for providing customer and personal services
- Customer needs assessment
- Meeting quality standards for services relating to DD products
- Customer satisfaction
Time Management
Deadline orientation

Skills & Knowledge

Process and escalation procedural management for call center related queries
Basic knowledge of Microsoft Office Suite
Telecommunication system and hardware knowledge
Siemens Hi-path 4000 Pro-center application basic knowledge
RT (or others) Ticketing system tool knowledge
Web recall call recording technology and processes
Basic knowledge of Gliffy software application in order to update IVR/Refund and Voice flows

Success Measures

Client feedback (internal & external)
Statistics on number of calls handled and ensuring that a minimum of 95% is resolved
A minimum of 4 calls per agent per week are scored, evaluated and documented
Feedback on quality orientation based on feedback from Senior Management and Regional management.
Ensure that agents manage time effectively with minimum disruption to call centre operations