Sun King

Location: Nampula, Mozambique

About the role:

The Call Center Team Manager will head call center employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls. They will continue to coach agents after training by monitoring their progress, ensuring that they acknowledge and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be systematical, contributory, and prepared to act as a resource to the call center agents.

What you will be expected to do:

Team Management

• Work closely with the team, motivating and coaching them.
• Hosting 1-2-1’s and team meetings.
• Keeping up to date with business development and new product lines.
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
• Ensure training and development plans are maintained for all team members.
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Head and inspire a team of customer service agents to deliver excellent levels of personal/team performance and customer satisfaction.
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within acceptable budgets, service levels and business targets.
• Escalate any appropriate problems to senior management.
• Help the Senior Manager to highlight operational risks and areas for improvement.

Training, Coaching, and Quality Assurance

• The Team Manager is considered a process and knowledge driver, hence every time whenever a team requires refresher training, they will offer assistance with close monitoring of struggling agents and conduct training sessions, and ensure agents are attending all engagements (training, calibration, 1 2 1 sessions).
• Evaluate training feedback form and assist with sending updates on campaign changes bringing agents whenever there's a change of LOB for alignment purposes. Check training attendance of cc agents in every training as per schedule.
• This person will also be performing quality assurance checks in the call center under the guidance of the training head Africa to ensure that our quality of calls and process adherence are in line with the organization and industry standards.

Identifying / Training Needs Submission:

• Propose and conduct additional training requirements to be included in the existing training manuals through feedback sent from call assessment.
• Assist in identifying / suggesting Litmos courses for agents.

Real-Time monitoring:

• The Team Manager will be required to monitor the team's productivity in real time and agent activity as per planned shifts. Gauging the team's login and logout activity, breaks and other offline activity and identifying the outliers in the team to engage in corrective sessions, escalating where necessary.

You might be a strong candidate if you:

• Hold a Bachelor's Degree/diploma.
• 2-3 years of Call Center / Quality Assessor Experience
• Proficiency with technology, especially computers, software applications and phone systems.
• Good technical and data interpretation skills..
• Exceptional verbal and written communication skills.
• Strong interpretation of company products, policies and services.
• Ability to coach, train and motivate employees and evaluate their performance.
• Excellent Problem solving, guidance, and customer service skills.
• Efficient , and thorough with passion in customer service.
• Ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
• Outstanding communication skills, both written and verbal in English and Portuguese. Proficiency in local languages of the northern and southern regions of Mozambique is considered an advantage.