Team Manager - Call Center Operations at Sun King (Formerly Greenlight Planet)

About The Role:

• The Team Manager - Call Center Operations is a dedicated, team member who can coach and motivate call center representatives. You will assist in the training and mentoring process, ensuring that every agent is well prepared for their calls.
• Department EasyBuy Program Management Employment Type Permanent - Full Time Location Nigeria Workplace type Hybrid Compensation ₦0 / month

What You Would Be Expected To Do:

• 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.
• Manage and inspire a team of customer service agents to deliver excellent levels of 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 budgets, service levels and business targets.
• Escalate any appropriate problems to senior management.
• Highlight operational risks and areas for improvement.

You Might Be a Strong Candidate If You:

• Have prior experience managing a team is an added advantage but not a must.
• Have good coaching and communication skills.
• Have minimum of 2 years’ experience within a contact center environment.
• Have Strong coaching and people-development skills through call listening, quality feedback, etc.
• Are able to deal with demanding customers and escalations
• Are a creative thinker.
• Have managed customer escalations which ultimately resulted in favorable customer satisfaction rating