JOB DETAILS:
If so then this might just be the position for you. We are looking for a customer care support manager who understands all the ins and outs of working with a dedicated team of support agents to deliver customer satisfaction that leaves everyone smiling. You should be organised, energised, and be a fantastic team leader.

Minimum Requirements:
• Grade 12 and / or relevant qualifications
• ISP experience
• A thorough understanding of NPS and its implementation
• Excellent verbal and written communication skills (English)
• A+ certification
• 2+ years management experience in a call centre
• Team management experience (i.e. IR, leave, shifts, team management, etc.)
• Coaching experience
• Thorough knowledge of call centre operations and technology
• Reporting
• Excel intermediate to advanced

Key Performance Areas:
• People Management
• Coaching the team in order to ensure quality of delivery meets the appropriate NPS standard
• Manage and asses the team to ensure all performance standards are met, including: Customer satisfaction, Sales and Productivity

• Ensure that all HR policies and procedures are observed

• Actively manage the team’s overtime, attendance, timekeeping, holidays, sick days, and any other absence
• Ensure the team is organised effectively to maximize productivity
• Communication and Feedback
• Give regular feedback to agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team
• Communicates information in a timely, accurate and understood manner to all team members
• Reporting and Administration
• Track and accurately update the agents performance
• Compile and communicate reports as required by the business for relevant updates
• Track and report on root cause of customer dissatisfaction and provide recommendations
• Customer Satisfaction
• Drive the focus on improving NPS on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive team performance on systems and all metrics in accordance to the department’s requirements
• Be fully knowledgeable of company operations, products and services to ensure the team is providing the customer the best possible solutions and advice
• Drive process improvement throughout the business with both internal & external customers
• Manage / Own a Project
• In this case, understanding and documenting the entire customer journey via flows
• Guiding various parts of the business in tracking touch points in this customer journey
• Present findings to the business and recommend solutions
• Customer Care Team Lead – Support Job Vacancy at Webafrica

Behavioural Competencies:
• Customer service orientated
• Ability to work independently and in a team
• Analytical thinking
• Great planning and prioritization skills
• Ability to thrive in high pressure, fast paced and deadline driven environment
• Innovative and proactive