Team Manager(Customer Services)

Nimble Group

Woodstock, Cape Town
Permanent
Full-time

15 days ago

Team Manager (Customer Services)Reporting to: Operations Manager: Customer Services & Process RecoveriesJob Purpose: To manage the day-to-day activities of the team members, driving daily targets and expectations as well as coaching and guiding the customer service consultants to achieve a 1 touch resolution on all queries, request and complaints received either telephonically or via digital platforms from customers/debtors or clients.Location: Woodstock, Cape TownKey Performance AreasUnder the management / direction of the Operations Manager, the Team Manager will have the following responsibilities (including but not limited to):1. People Management: The practice of recruiting, training, engaging, motivating, coaching, and directing employees to optimize their talents to maximise workplace productivity and promote professional growth.

Empowering your team members

Handling interpersonal conflict

Building trust

Leading employee training

Managing deadlines and KPA expectations

Building company culture

2. Productivity Management: The practice required for managing your team's inputs against expected targets like:

Attendance and time keeping

Calls answered.

Promises to Pay

Debit orders.

Settlement payments

Quality of the PTP

Call quality and service rendered to customers.

3. Query/Complaint resolution: Complaint resolution is the business process that customer services employ to manage and resolve complaints

It will be the responsibility of the customer services team manager, where necessary to designed and implement correctly, complaint resolution policies required to enable agents to provide a solution to questions, concerns, or complaints efficiently and satisfactorily to debtors/customers.

4. Quality and Compliance Management

Demonstrates an accurate understanding of the debt collection process

Demonstrates an accurate understanding, and adherence, to ensuring that quality conversations are had customers

Understand, interpret, and apply laws, rules, regulations, policies and/or procedures to collections process, including but not limited to.

o National Credit Acto Debt Collections Acto Magistrates Court Act

Practice sound data ethics

Demonstrates an accurate understanding, and adherence to 1st Call Resolution

Demonstrates an accurate understanding, and adherence to the principals of Treating Customers Fairly

Education & Experience

Higher Certificate or Diploma in Management and leadership is advantageous.

A minimum of 2 years' experience as a Team Manager, managing a team of Inbound Customer Service consultants within a debt collections environment / outbound sales environment / outbound customer service environment, with proven evidence of past performance.

Skills /Attributes

Strong leadership

Integrity

Strong moral behaviour

Ethical

Ability to manage change within your team

Agility and adaptability

Action and resolution oriented

Innovation and creativity

Clear Effective Communicator

Strong Emotional Intelligence/Quotient

Planning and Organisation skills

Active listener and Problem-Solving ability

Critical thinker and ability to make Decisions

Technical Skills:

o MS Officeo Intermediate to Advance proficiency in Excelo Strong Presentation skillRemunerations Structure

Basic salary + incentive earnings based on performance

Benefits at the full cost to the Employer.

o Funeral Cover (at the full cost of the employer)o Life Cover (at the full cost of the Employer)o Disability Cover (at the full cost of the Employer)o Medical Cover (at the full cost of the employer, after successful completion of the probation period)

Subsidized School fees towards your child schooling at Nimble Peak Child EduCare (ages: 3 months - 5 years)

Working Hours

You will be required to work a maximum of 45 hours per week.

o Monday - Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.o Saturday: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.How do I Apply?External Applicants: If you are this candidate, please register and apply on-line using the following link:Applications CloseExternal: 30 April 2024NB:Incomplete and late applications will not be considered.This appointment will be made in line with the Nimble Group Employment Equity plan.

Nimble Group

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