Team Manager - Uk Utilities - Bpo Contact Centre

Details
Closing Date 2021/02/03
Reference Number SIG210120-1
Job Title Team Manager - UK Utilities - BPO Contact Centre
Job Type Classification Permanent
Location - Town / City Cape Town
Location - Province Western Cape
Location - Country South Africa
Job Advert Summary Sigma SA (BPO) in Diep River and Retreat, CPT specializes in a range of industries such as financial, retail, transport, utilities & telecommunications.We are looking for a professional, high-performance individual with exceptional leadership, negotiation and client liaison skills, to be responsible for managing and leading a team of agents to achieve performance targets, while building a positive, engaged team environment.
Minimum Requirements Minimum Matric / Grade 12 equivalent2 – 3 years Team Leader experience within a BPO Contact Centre environment - Utilities experience essential Must be available to work rotational shifts, weekends and public holidaysSolid technical knowledge and ability and thorough understanding of contact centre operationsComputer literacy - intermediate to advanced in MS OfficeMinimum/Preferred ExperienceCustomer Services experience as a Team leader
Duties & Responsibilities Agree to set goals with team members covering performance, quality and development areasFocus on career and skills development of team membersResolve people-related problems e.g. conflict of interest, absenteeism and disciplinary mattersDrive the achievement of targets / KPI's are metManage and maintain focused and highly motivated team membersSupport all team members by displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactionsManage staffing needs, productivity, and qualityManage Employees by ensuring continuous communication, feedback, motivation and Company behaviours are being livedAccurate ReportingFollow up on attendanceEnsure company policies and procedures are communicated to the teamSkills and Competencies required:Excellent communication skills, particularly good written English essentialExcellent planning and organizational skillsProven leadership skillsBuilding and maintaining relationshipsAbility to mentor and develop a team for high performanceConceptual thinkingAbility to persuade and influenceStrong drive and perseveranceAttention to detail
Sigma SA Pty Ltd is an authorised Financial Services Provider. FSP:45643
NCRCP7080