As a key member of our team, you will be responsible for contributing to the success of this role by performing a range of duties aligned with our organizational goals. This position demands a candidate who meets the specified qualifications and can effectively fulfill the outlined responsibilities, ensuring seamless operations and driving measurable outcomes within the department. Your expertise will be instrumental in supporting the team’s objectives while adhering to established policies and procedures. Additionally, you will collaborate with stakeholders to enhance productivity, foster innovation, and maintain a high standard of professionalism in all engagements.
The Team Manager for Call Center Operations serves as a committed team member who excels at coaching and motivating call center representatives. Responsibilities include supporting the training and mentoring initiatives, with a strong emphasis on ensuring every agent is thoroughly prepared for their calls.
What you would be expected to do:
Collaborate effectively with the team, providing guidance and mentorship to foster their professional growth and enhance team performance.
Hosts both individual and team meetings, facilitating sessions for one or two participants as well as larger group discussions.
Ensuring awareness of the latest business development initiatives and emerging product lines is essential to maintaining a competitive edge in the market.
Oversee routine operational tasks on the production line, evaluate and rank priorities, and conduct thorough risk and impact assessments in accordance with established guidelines to ensure adherence to Service Level Agreements (SLAs).
Develop and oversee the ongoing training and development initiatives for every team member to ensure their professional growth and alignment with organizational objectives.
Leverage company methodologies, collaborative team insights, and independent problem-solving to meet attendance and retention objectives.
Ensure the fair and equitable implementation of performance management and disciplinary actions, as warranted.
Oversee and lead a team of customer service representatives, fostering a high-performing environment that consistently exceeds service expectations and drives customer satisfaction.
Stay abreast of evolving industry trends and regulatory shifts that impact the business, then effectively communicate these insights to the team.
Collaborate closely with the executive leadership to pinpoint opportunities for improvement and implement strategic initiatives that enhance operational performance and drive business growth.
Ensure the assigned operational segment is executed in accordance with established budgetary constraints, service level agreements, and organizational performance objectives.
Any significant issues that arise should be promptly brought to the attention of senior management for resolution.
Identify and assess potential operational risks and opportunities for enhancement within the organization.
A compelling candidate may possess the following qualifications:
Prior experience in team leadership is beneficial, though not essential.
Possesses strong coaching abilities with excellent communication skills to effectively engage and guide others.
A minimum of two years of hands-on experience within a contact center setting is required.
Demonstrates exceptional coaching and people-development capabilities, including through call monitoring and providing constructive quality feedback.
Able to manage challenging customer interactions and handle escalations with professionalism and efficiency.
Creative thinking is an essential attribute for this role.
Successfully resolved customer escalations, ensuring positive outcomes that contributed to high customer satisfaction ratings.
In addition to competitive remuneration and legally mandated benefits, we provide the following:
This dynamic environment fosters continuous professional development within a fast-growing, high-impact industry.
Engage within a dynamic, team-oriented environment driven by the shared passion of Sun King’s workforce, all united in advancing a revolutionary and eco-conscious initiative.
Immerse yourself in a truly international setting where you will collaborate and grow alongside a dynamic, multicultural team spanning diverse geographies and backgrounds.
The Sun King Academy offers customized learning pathways designed to enhance your leadership and management skills.
Qualifications
BA/BSc/HND
Experience Required
2 years
