Senior Team Manager

2 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Job Title: Senior Team Manager

About the Role:

We are seeking a highly skilled and experienced Senior Team Manager to join our team. As a Senior Team Manager, you will be responsible for managing a team of advisors, ensuring they meet their targets, and providing coaching and mentorship to help them improve their performance.

Main Responsibilities:

  • Manage the performance and behavior of team leaders through effective 1:1 meetings, coaching, and mentorship.
  • Implement performance goals, monitor, and evaluate against pre-set goals, implementing action plans to resolve performance barriers as needed.
  • Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
  • Ensure team leaders have a clear understanding of performance and behavior criteria and how it impacts performance and the overall customer experience.
  • Partner with workforce management to execute daily staffing plans, identify and report significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
  • Manage schedules, monitor adherence, time-off planning, and attendance in partnership with Workforce Management.
  • Participate in daily Kaizen events to identify and implement process improvement change initiatives.
  • Conduct seller interaction audits and provide coaching to improve performance.
  • Maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
  • Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
  • Liaise with other departments such as HR, Finance, or IT teams as required to resolve operations issues.

Requirements:

  • Minimum of 2 years supervisory experience in a customer service environment, experience within a contact center preferred.
  • Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  • Demonstrates ability to analyze data, using the data to drive decision making.

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