Assistant Manager-Customer Care Voice-Inbound
- South Africa
- Permanent
- Full-time
- Develop strategies on the floor for reducing attrition and improving employee satisfaction
- Lead and manage a team of agents.
- Monitor and evaluate agent performance, providing coaching and feedback.
- Set clear team goals and Key Performance Indicators (KPIs).
- Conduct regular team meetings and create an open communication environment.
- Track and report on team performance metrics.
- Identify training needs and provide necessary coaching.
- Recognize and reward high performance.
- Ensure all calls are handled professionally and in accordance with company guidelines.
- Address and resolve customer complaints and issues promptly.
- Maintain up-to-date knowledge of products and services.
- Manage the flow of inbound and/or outbound calls.
- Prepare and deliver performance reports to upper management.
- Participate in the recruitment and hiring process of new agents.
- Implement strategies to improve quality and productivity.
- Train and onboard new team members.
- Ensure all team members understand and follow company policies and procedures.
- Organize team-building activities to foster a positive work environment.
- Preparation, submission and presentation of various reports for the processes on agreed service
- Regular maintenance of functional MIS and prepare performance analysis.
- Analyzing data and deriving meaningful results for the use of management in decision-making.
- Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
- Ensure compliance to client and organizational policies and procedures in respect of reporting.
- Maintain and develop the processes to ensure optimum automation of reports.
- Liaison effectively with leadership team, proving to be an effective and dependable support
- Regular audit of reports from operations, preparation of audit reports and highlighting the
- Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.
- Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education
- Overall 2 years of work experience in Business Process Off-shoring Team Leader/Assistant Manager .