TEAM MANAGER SERVICE IN SOUTH AFRICA

Introduction... Serco is a values-led company with a culture and ethos that is at the heart of everything we do.  We give our people real responsibility, allowing them to put their ideas into practice and to truly make a difference for our customers and the public. We currently have an exciting opportunity for a Team Manager to support and manage the Operations team. Your overall responsibility would be to lead, develop and inspire your team to efficiently achieve campaign objectives for our client and exceptional service for our customers. This role is essential to the overall success of the business unit and is required to ensure that campaign performance is closely managed and quality standards are adhered to at all times. This position is based in Cape Town and will report directly into the Operations Manager Job Specification People and Performance Management Build and maintain a high performing contact centre team Coach a team to ensure quality of delivery Ensure that all business policies and procedures are observed and communicated Maintain a robust system of internal controls Actively pursue Quality and Compliance Assurance initiatives Customer Satisfaction & Continuous Improvement Support a culture of continuous improvement Analyse data from call listening, quality checking and coaching Pro-actively participate in training needs analysis Initiate, lead and participate in end-to-end process improvement efforts Decision Making & Planning Ensure awareness of operational planning objectives Minimum Requirements Matric or equivalent, with relevant management experience Minimum 3-5 yrs working experience with demonstrated knowledge of call centre industry and operations management; ideally within outsourcing operations. Supervisory skills (including contact centre tools, processes and systems knowledge)  Evidence of producing or interpreting business insight and presenting recommendations to enable change through tactical and strategic initiatives. Excellent verbal and written communication Behavioural Competencies Strong leadership skills with ability to inspire a team and motivate groups of people Performance Management Skills (coaching, conducting an appraisal and conflict resolution) Strong interpersonal skills with the ability to influence internal and external stakeholders Ability to build a customer/client driven environment and ability to manage relationships across a diverse, international stakeholder network Committed to the delivery of a high level of customer service and evidence of understanding the key priorities of both client and own business and how to balance these Committed, enthusiastic, positive, resourceful and resilient. Flexible and willing and able to adjust to multiple demands and shifting priorities.