Job Description<\/p>\n
\tWe are looking for self-motivated, results-orientated, mature individuals with sound leadership skills, to be responsible for driving performance and achieving the agreed KPIs, while building a positive, people-focused team environment.<\/p>\n
Key responsibilities will include:<\/p>\n
Driving Operational Excellence<\/p>\n
\tLeading a team of Customer Service Associates to perform effectively against set targets\/KPIs
\n\tEnsuring that all customer contacts\/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs
\n\tReviewing and managing each team member\u2019s performance
\n\tIdentifying and communicating barriers to performance\/service delivery to the Deputy Manager
\n\tEnsuring adherence to Standard Operating Procedures and company policies<\/p>\n
Team Leadership<\/p>\n
\tKeeping the team informed of anything happening that may impact them
\n\tEstablishing good rapport within the team and with other teams
\n\tHaving regular Team Meetings, as well as individual Status Sessions with each team member
\n\tActively supporting the team to meet their deadlines and targets
\n\tDriving team-building initiatives and supporting company activities
\n\tLiving the company\u2019s values in all day-to-day activities
\n\tBeing a role model to the team
\n\tSupporting the team through periods of change<\/p>\n
Learning & Development<\/p>\n
\tWorking closely with Operations Support, Training & HR to support the journey of new starters
\n\tProviding feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
\n\tEnsuring that each team member has a Personal Development Plan
\n\tAttending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information<\/p>\n
Qualifications<\/p>\n
\tMatric<\/p>\n
Apply via company website ( ) or<\/p>\n
jobs.smartrecruiters.com<\/p>\n
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