The position involves overseeing key operational and strategic initiatives to drive business growth and enhance team performance. It requires collaboration with cross-functional teams to develop and implement innovative solutions, ensuring alignment with organizational objectives. The role entails analyzing market trends, identifying opportunities for improvement, and leading projects from inception to completion. Candidates must possess strong leadership skills, a track record of delivering measurable results, and expertise in [specific industry, if applicable]. Additionally, proficiency in [relevant tools or software] and the ability to manage multiple priorities in a fast-paced environment are essential.
The Team Manager for Call Center Operations serves as a committed team member, adept at coaching and motivating call center representatives. This role involves participating in training and mentoring initiatives to ensure all agents are thoroughly prepared for their customer interactions.
What you would be expected to do:
Collaborate effectively with the team, providing motivational support and guidance to enhance their performance.
Facilitates both individual and team-based sessions, conducting one-on-one interactions as well as group meetings to ensure effective communication and alignment.
Staying informed about emerging business development opportunities and the latest product lines is essential.
Oversee routine line operations, evaluate and rank tasks, and conduct risk/impact analyses in alignment with established processes and procedures to meet service-level agreements.
Develop and oversee the maintenance of training and development plans for every team member to ensure ongoing skill enhancement and professional growth.
Employ attendance and retention targets by leveraging company methodology, incorporating team input, and exercising independent initiative to ensure their successful attainment.
Oversee the equitable and uniform enforcement of performance evaluations and disciplinary actions as required.
Oversee and lead a team of customer service agents, fostering a high-performance culture that consistently achieves outstanding team results and ensures exceptional customer satisfaction.
Stay informed about emerging industry trends and regulatory shifts that may impact the business, then effectively communicate these insights to the team to ensure alignment and strategic awareness.
Collaborate with senior leadership to pinpoint and implement strategic enhancements and operational improvements across the organization.
Consistently execute the designated operational segment while adhering to established budgets, meeting required service standards, and achieving predefined business objectives.
Promptly elevate any pertinent issues or challenges to senior management for timely resolution and strategic consideration.
Identify and assess potential operational risks as well as opportunities for enhancement within processes and systems.
A strong candidate for this position may possess the following qualifications:
Prior experience in team leadership is beneficial, though not mandatory.
Demonstrates exceptional coaching and communication abilities with a proven track record of effectively engaging and guiding teams or individuals.
Requires a minimum of two years of hands-on experience in a contact center setting.
Proven expertise in coaching and developing individuals, demonstrated through activities such as call monitoring and delivering constructive feedback.
Able to manage high-pressure interactions with customers and handle escalations effectively.
You possess strong creative problem-solving abilities and innovative thinking skills.
Successfully resolved customer escalations, leading to improved customer satisfaction ratings.
In addition to competitive remuneration and mandated benefits, we provide the following offerings:
A dynamic environment fostering career advancement within a fast-growing, high-impact industry.
Dive into a dynamic collaborative environment, where Sun King’s employees unite in their shared passion to drive forward a groundbreaking and eco-conscious initiative.
Immerse yourself in a truly global setting, collaborating and growing alongside a dynamic team of professionals hailing from diverse regions and cultural backgrounds.
Through the Sun King Academy, you will engage in customized learning pathways designed to enhance your leadership and managerial skills, fostering professional growth and development.
Qualifications
BA/BSc/HND
Experience Required
2 years
