Sun King designs, distributes, and finances solar home energy for the 1.8 billion people without reliable electricity. We are the largest solar provider for off-grid homes in Africa and Asia with over 82 million customers in more than 40 countries.
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The Team Manager - Call Center Operations is a dedicated, supportive Call Center team leader who can coach and motivate call center representatives as they field calls from and to clients.
The Team Manager - Call Center Operations will support call centre employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls.
They will continue to support Agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.
You should be analytical, supportive, and prepared to act a resource to the call centre agents.
Key Responsibilities
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
Reporting to the Customer Service Manager
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.
Lead and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
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 agreed budgets, service levels and business targets
Escalate any appropriate problems to senior management
Support the Senior Manager to highlight operational risks and areas for improvement
Skills Knowledge and Expertise
Team management experience
Coaching and communication skills
Minimum of 2 years’ experience within a contact center environment as a Team Lead
Experience within customer services
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking
Background in technical and credit finance management
Managed customer escalations which ultimately resulted in favorable customer satisfaction rating.
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