Team Manager  

Responsibilities:

• Train, coach and mentor the Sales, Customer Service, and Support Teams. Oversee staff activities. Builds/obtain training material for all Sales, Customer Service, and Support Representatives. As needed, schedule employees working times and provide backup support. Ensure team tasks are completed in a timely Manner.
• ·Ensure that commitments made to customers and responses to customer complaints are in line with company values and objectives
• Attend to all relevant administration and paperwork
• Answer inquiries about customers account & resolve billing disputes which may affect payment
• Oversee requests, incidents, and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop established phone escalation processes to ensure free flowing escalation and information within the Customer Support Teams. Determine root cause of issues and communicate appropriately to internal and external customers to help resolve the issues.
• Provide data and reporting of KPI’s and trends to the Senior Management in ad-hoc, weekly, monthly and as needed.
• Develop strategies for improvement. Work to make all areas of Customer Support the source of outstanding service delivery channel for any customer inquiries
• Monitor and manage phone queue at all times (participate in escalated calls as needed).
• Oversee Solutions to issues and ensure these are available to the staff. Oversee and manage services with 3rd party suppliers.

Personal Attributes:

• High degree of social maturity
• Ability to take ownership of issues and work towards their resolution
• Professional and mature outlook on handling customer needs
• Ability to remain calm and work effectively under stress
• Positive attitude towards continuous change and a desire to help create positive change
• High level of personal commitment and a willingness to accept responsibility for ones’ own actions
• Self-directed and self -otivated
• Sense of humor in a highly changing environment

• 5+ years experience in a Team Leader/Management role - in a Call Centre environment – is essential;
• Experience in coaching and mentoring employees;
• Ability encourage a positive and productive team environment;
• Hands-on approach;
• Ability to make decisions and offer solutions to improve the overall performance of Sales, Customer Service, and Internet Support;
• Advanced Technical and computer skills including Microsoft Office Suite; Modem/Router configuration.
• Excellent interpersonal, written and verbal communication;
• Experience in Quality Monitoring of calls either recorded or side by side;