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We are looking for experienced Team Managers to support the continued growth and expansion of Foundever™ Cape Town!

 

Why Foundever™?

At Foundever™, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life pattern and competitive salary, we want to hear from YOU!

Role Purpose

A Team Manager plays a crucial role in ensuring the efficient and effective management of their team to provide exceptional service to our customers. The role encompasses a diverse range of responsibilities including leadership, team development/coaching, process improvement and a huge focus on delivering excellent customer service. Being effective in this role ensures success in meeting and surpassing the requirements on both client and customer, while simultaneously aligning with Foundever™ business objectives. 

Primary Responsibilities Lead and coach a team of +15 Advisors to meet and exceed business objectives ensuring financial, operational and quality metrics are consistently achieved Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors Continually review, coach and monitor work performance of all associates against agreed KPI's instigating appropriate corrective action, using performance management tools to manage any shortfall Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values Direct involvement in ongoing skills development for all advisors, ensuring we are able to attract and retain the very best talent Facilitate a culture of open and honest two-way communication with all team members Ensure action from employee satisfaction surveys are implemented and continuously reviewed Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job Ensure appropriate actions are taken to improve clients satisfaction survey scores Preparing documentation for disciplinary enquiries aligning with HR Ensures all systems reporting are completed and up to date - Automatically and or manually Experience Requirements Minimum of 3 years experience in a Team leader role within the BPO contact centre Must have managed minimum 15 Advisors within a team Experience with Performance Management processes Experience with HR disciplinary processes Must have experience initiating Disciplinary packs Ability to motivate staff Must have completed Grade 12 Must have a clear criminal and credit record Experience with setting team goals Ensures team meet required KPI's as per clients expectation Experience with absence management Skills Requirements Experience using MS Office Excellent telephone, computer/keyboard, verbal and written communication skills Experience in coaching advisors, providing constructive feedback and conflict resolution Strong problem-solving skills to address customer issues and process improvements Effective time management with the ability to organize and prioritize to deliver key objectives A commitment to continuously learn and improve Good presentation skills - As required Good people skills Able to communicate on all levels Key Points

Salary: Market Related

Benefits: Medical Aid and Pension

Location: V&A Waterfront, Cape Town, 8001

Contracted Hours: 40 hours per week

Working Hours: This is a 24x7 work environment. Your shifts will be scheduled Monday - Sunday with a variety of morning, afternoon, evening and overnight shifts.

Contract Duration: Permanent

 

Apply Now! We look forward to reviewing your application.

 

Foundever™ is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.

 

If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you.

 

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

 

[ever] creative. [ever] committed. [ever] connected.

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