Customer Service Team Manager

Team Manager

Team Manager

Summary / Objective:

We are Customer and Employee Obsessed. Team Managers are leaders who consistently Insist on the highest standards and display ownership by developing the best. They accomplish results by coaching, counseling and disciplining employees; planning, monitoring and appraising job results; conducting training; implementing enforcing systems, policies and procedures.

Team Managers earn agent’s trust by listening and treating them with respect. They take full ownership on ensuring all employees are being taken care of and look for out of the box ideas to support them. They do what they say they are going to do and are up-front and respectful in their interactions with others.

Essential Functions:

Team Manager responsibilities include but are not limited by the ones described as follows.

• Manage performance at an agent level by coaching every CSR weekly, mentoring and progressing with disciplinary actions when needed
• Drive employee recognition and engagement activities
• Document all coaching sessions
• Ensure Payroll Accuracy by adjusting agent Payroll Hours daily and by reporting anomalies on their payroll
• Keep all CSRs informed about their current performance on a daily, weekly and monthly basis
• Conduct recurring meetings with QA to align on the team’s trend in performance and areas of opportunity
• Stay updated on latest policy and process changes by reviewing the Knowledge Center and handling contacts on a weekly basis
• Perform monitors to each CSR to inspect and follow up on the actions and feedback provided
• Support Real Time Analysts by following up with the callouts, managing the operation and walking the floor as needed
• Follow up with and implement actions and strategies shared by the Operations Manager
• Support HR with Official and Legal documents
• Enforce internal policies amongst all CSRs
• Identify potential to leave (P2L) CSAs and report them to the Operations Manager
• Handle customer escalations when needed
• Lead by example

Competencies:

1. Accountability
2. Adaptability
3. Communication
4. Inclusiveness
5. Customer focus
6. Occupational knowledge
7. Technology orientation

Qualifications:

• Candidates MUST HAVE A BANK ACCOUNT WITH SCOTIABANK
• Must be flexible to work ANY Full-Time Shift including weekends and holidays
• 2 or more CXCS including English Language /High School Leaving certificate /Heart Level II certificate or equivalent qualifications.
• At least 1 year BPO Experience or 1 year client facing high demand customer service role or similar role.
• Must have excellent English both oral and written language skills
• Proficient computer skills including MS Office.
• Strong attention to detail skills
• Must be able to train and / or work onsite.
• Ability to deal with stress & work pressure in fast-paced environment.
• must be flexible to work any 8 hours shift within 24 hours, any 5 days of the week.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, photocopies, scanner, shredders and file cabinets.

What we offer:

• Permanent full-time
• Performance based incentives.
• Health Insurance - Medical, Dental
• Investment in your development with paid training and ongoing development programs.
• Opportunities to grow with the program / company.
• Time off - Paid vacation

All Applicants MUST:

• Submit a detailed work history (CV)
• Present a valid Government issued photo ID, Birth Certificate, TRN, NIS, Original Proof of Qualifications
• Have a clean Police Record.
• May be subject to drug screening. 

Only shortlisted candidates will be contacted. 

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing and altering job duties.