What you will do
You will be responsible for the day-to-day management of a team of customer service advisors, providing direction, instruction, and guidance to your team. You will ensure each advisor is performing in line with their individual targets and driving results. Supporting the team through regular coaching and positive performance management is key in ensuring our advisors are happy and achieving great results as well as delivering world class customer service.

How you will do it
The Customer Service Team Manager will be responsible for end to end performance management of agents. Responsible for the overall SLA of the department and accountable for the performance, productivity and quality of the team. You will handle customer escalations in a calm, measured and empathetic manner, taking ownership through to resolutions as required. And conduct regular coaching and feedback sessions with all agents.

You will also conduct monthly performance reviews and lead Customer Service Advisors to achieve department KPIs and respond to queries within customer promise and SLAs.Taking responsibility for promoting a positive working environment and a culture of diversity and inclusion within the team. You will initiate, contribute and spearhead projects as they develop and/or assigned as well as working with HR to manage your team within HR polices.

What we look for
Essential
*Has successfully managed a customer service team
*Strong coaching and development skills
*Has successfully demonstrated the ability to motivate others
*Creative/solution oriented
*Strong customer focus
*Flexibility
Preferred
*Preferably experience in an engineering industry
*Preferably managed a team of resource planners