Customer Care Team Manager-Webafrica

🗏Job Type

Full Time

Are you an energetic, high-spirited team leader? Do you ooze enthusiasm and sprout motivational quotes without batting an eye? Do live and breathe customer service?
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.
Drop is a line and let's set up some time!

Requirements

MINIMUM REQUIREMENTS:


Grade 12 and / or relevant qualification
2+ years management experience in a call centre

A thorough understanding of NPS and its implementation
Excellent verbal and written communication skills (English)
ISP experience
Excel intermediate
Team management experience (i.e. IR; leave; shifts etc. management)
Coaching experience
Thorough knowledge of call centre operations and technology
Reporting
IDEAL REQUIREMENTS:

ISP experience
Excel intermediate


KEY PERFORMANCE AREAS:


People Management
Communication and Feedback
Reporting and Administration
Customer Satisfaction
Coaches the team in order to ensure quality of delivery meets the appropriate NPS standard
Measures and manages the team to ensure all performance standards are met:
Customer satisfaction
Sales
Productivity
Ensure that all HR policies and procedures are observed
Actively manage the team’s overtime, attendance, timekeeping, holidays, sickness and any other absence
Ensure the team is organised effectively to maximize productivity
Ensure regular feedback is given to Agents with regards to action plans that have been set
Ensure all relevant business communications are communicated to the team as and when required
Communicates information in a timely, accurate and understood manner to all team members
Track and accurately update the performance for Agents
Compiling and sending reports as required by the business for relevant updates
Track and report on root cause of customer dissatisfaction and provide recommendations
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 teams 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
Customer service orientated
Ability to work independently and in a team
Analytical thinking
Great planning and prioritisation skills
Ability to thrive in high pressure, fast paced and deadline driven environment
Innovative and proactive



BEHAVIOURAL COMPETENCIES:


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

The position includes but is not limited to the above KPA’s


Benefits

Our benefits are second to none - the icing on the Webafrica culture cake:


1. We provide you with the most important meal of the day - and a little more

Staff breakfast– cereal / toast; as much coffee as you want

R500 Food allowance (part of cash component) for lunch provision

2. We look after your wellbeing and encourage a healthy lifestyle

We pay 100% of your medical aid (Discovery& Vitality) – so no deduction unless you want to add a beneficiary

3. We can't have our staff (working for an ISP) not connected to the internet

We also give you free internet – ADSL/Fibre/LTE to the value of R875.00 or Fibre

4. We think of your future too

Retirement Annuity - up to 5% co contribution in your first year; 7.5% thereafter

THE CHERRY ON TOP!!!

Webafrica rewards performance!
Quarterly paid-out bonuses of up to 20% of your basic annual salary (per year) so long as company targets are met.

Even bigger Annual individual awards for the Webafricans that outshine the rest

Team buildings are a bid deal as well as other cultural activities which happen regularly


Apply Here http://bit.ly/2xasIWs

Job id : , #73265, 108 views,

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