The position involves overseeing key operational tasks, ensuring alignment with company objectives, and delivering measurable results in a dynamic environment. Candidates must possess a minimum of five years of relevant experience in a leadership capacity, along with proficiency in project management and data analysis tools. Responsibilities include developing and implementing strategic initiatives, mentoring team members, and maintaining compliance with industry regulations. Strong communication skills and the ability to collaborate across departments are essential for success in this role.
The Team Manager for Call Center Operations serves as a committed team member, capable of coaching and motivating call center representatives. In this role, you will support the training and mentorship initiatives, guaranteeing that each agent is thoroughly prepared for their calls.
What you would be expected to do:
Collaborate effectively with the team, providing motivation and guidance to enhance their performance and development.
Facilitates both individual one-on-one sessions and group team meetings.
Continuously monitoring advancements in business development trends and emerging product lines to ensure strategic alignment and competitive advantage.
Oversee daily operational line activities, evaluate and prioritize tasks, and conduct risk/impact assessments in alignment with established processes and procedures to ensure adherence to service level agreements.
Develop and uphold training and development initiatives to ensure continuous enhancement of each team member’s skills and competencies.
Leverage company methodology, team insights, and independent judgment to meet attendance and retention objectives effectively.
Oversee the equitable and uniform implementation of performance management and disciplinary actions when warranted.
Lead a high-performing team of customer service agents by fostering a positive work environment, driving productivity, and ensuring outstanding service delivery to maximize both team outcomes and customer satisfaction.
Monitor industry developments and emerging trends that may impact the business, ensuring this information is communicated effectively to the team.
Collaborate with the management team to pinpoint opportunities for improvement and implement impactful changes that enhance business efficiency.
Ensure the assigned operational segment is completed in adherence to established budgets, service level agreements, and corporate performance objectives.
Senior management should be promptly notified of any issues deemed suitable for their attention.
Identify and assess potential operational risks while pinpointing opportunities for enhancement to optimize efficiency and mitigate vulnerabilities.
A compelling applicant likely possesses the following qualifications:
Experience in leading a team is beneficial, though not mandatory.
Possesses strong coaching and communication abilities, ensuring effective guidance and clear, concise interactions with stakeholders.
A minimum of two years of hands-on experience in a contact center setting is required.
Proven ability to coach and develop individuals effectively, demonstrated through skills such as call monitoring and providing constructive quality feedback.
Able to manage challenging customer interactions and escalations effectively.
As a creative thinker, you will bring innovative ideas and fresh perspectives to the team, driving forward-thinking solutions and fostering a dynamic work environment. Your ability to approach challenges from unique angles and generate original concepts will be instrumental in shaping our projects and enhancing our strategic initiatives. Additionally, you will collaborate with colleagues across departments to integrate diverse viewpoints, ensuring that creativity is woven into every aspect of our work. Strong problem-solving skills and an openness to experimentation will further enable you to contribute meaningfully to our collective goals.
Successfully resolved customer escalations, leading to improved customer satisfaction ratings.
In addition to a competitive salary and comprehensive benefits package, we provide a range of supplementary offerings to enhance your overall experience.
A dynamic environment designed to foster career advancement within a fast-growing industry of significant influence.
Join a dynamic, team-oriented environment where Sun King’s employees unite behind a shared mission to drive innovation and sustainability.
In a truly international setting, collaborate and grow with a multifaceted team drawn from diverse geographical locations and cultural backgrounds.
Craft personalized learning journeys via the Sun King Academy to enhance your leadership and managerial competencies.
Qualifications
BA/BSc/HND
Experience Required
2 years
