Description:
We are seeking to employ an excellent International BPO/Call Centre Team Manager / Assistant Manager/Team Leader
Basic Function
Drive overall performance and manage International Insurance voice processes. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.Role / Responsibility
Manage teams Ensure customer satisfaction and productivity Meet targets Motivate team members Manage complaints Monitor call transactions Provide coaching and feedback to team members Assist new hires Client Interaction, where required Ensure compliance with internal policies and procedures, external regulations and information security standards Collect and provide data for audits Effectively management of workloadCompetencies & Skills
Knowledge of the function, process and systems Coaching and Feedback ability Excellent communication skills Effective operations management Previous experience in a similar environment is preferredValues & Behaviour
Customer Service Orientation Quality Orientation Empathy for effective on the job coaching and feedbackWork Experience Requirements
Minimum 12 months experience as TL, Team Manager, Assistant Manager in at an International Call CentreEducation Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Additional Requirements
Open to work US or UK hours Cannot have any criminal record No bad debt (accounts in arears/ under debt review)If you are interested
Please share your CV with James Knoll
James@abcworldwide.com
Send CV along with current salary, expected salary and notice period
31 Jan 2023;
from:
gumtree.co.za