Team Managers - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 26-05-2015 5:57:16 PM
23-06-2015 5:57:16 PM
Responsible for

Lead a team who: put the customer first, believe in doing the right thing for the customer across all channels, take responsibility for delivering their individual KPIs and pride themselves on keeping promises.
You will be joining a fast paced, exciting, dynamic company that encourages innovation and individuality and empowers managers to take complete ownership of their team.
Whilst this is a demanding role with constant challenges, it also provides a rewarding opportunity for ambitious and passionate people managers.
Areas of responsibility


People Satisfaction/ Engagement
To maximise individual advisor and team engagement through the use of appropriate and innovative motivational techniques.
To effectively communicate information, targets and objectives so that all advisors know what is expected of them and to ensure buy in.
To manage attendance and attrition successfully by creating an environment, where our people view our business as a great place to work and one which encourages learning and development, values, respect and rewards based on achievement.
To challenge their team to continuously develop by providing effective, ongoing feedback on the quality of their performance.

Exceeding Customer Expectation
To lead a team who put the customer first, believe in doing the right thing for the customer and pride themselves on keeping promises
To ensure that Teleperformance and client quality measures are effectively communicated and maintained.
To maintain an up to date knowledge of relevant product information, to ensure this is communicated effectively to advisors and to act as a first point of contact for escalated calls.

Advisor/ Team Development
To identify individual/ team strengths and weaknesses - providing ongoing training and coaching and setting individual objectives. To carry out, and report, regular team training needs analysis, identifying individual and team training needs and actioning recommendations.
Establish a learning environment, where we challenge, evolve and strive to improve each and every day.
Support and empower advisors to take ownership of their own development -whilst ensuring succession planning is considered.

Flexibility/Adaptability

To react to and manage change effectively and to ensure that it is communicated effectively to their team.
To deal with any adhoc tasks effectively and positively.

Leadership
Using a range of leadership styles to suit the needs of the advisor whilst focusing on team engagement and motivation.

Teamwork
Working with peers to establish and share best practice.

Targets/Service Levels
You are fully accountable for the delivery of all client KPIs for your team through advisor development, coaching, training, team engagement and promoting an understanding of customer requirements
Lead, inspire, optimise and develop your team to achieve exceptional, consistent and profitable operational performance.
To ensure that Teleperformance RSA is deemed by the client (s) as a key strategic partner and are rated as ‘Number 1’ in their rankings process.

Knowledge & Skills Required
Proven success as a Team Manager in a contact centre environment.
An accomplished leader with a real passion for people, doing the best for their team and earns respect by leading by example.
Proven success in managing and improving the attendance, attrition, motivation and engagement of a team – above and beyond industry standards.
Proven success in the coaching, development, training and training needs analysis of a team.
Ability to plan, prioritise and to manage their own time and that of their team effectively.
Ability to review project statistics, draw conclusions through careful analysis and use that information to improve their teams’ performance.
Maintaining a professional environment, leading by example and to ensure advisors follow company standards –dress code, house-keeping, time keeping etc.
Computer literacy and working knowledge of contact centre systems and telephony –with the ability to use these tools effectively.

Qualifications
Matric/Equivalent
Management Certificate/Diploma

Experience
2 - 3 years experience in a Team Management/Supervisory role