‎

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!

WHAT YOU’LL BE DOING

As a Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great.

We advocate a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.

ABOUT YOU

It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your team.

It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment.

You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures.

By leading the way you will develop your team’s skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.

KEY RESPONSIBILITIES:

• Lead and coach a team to meet and exceed business objectives, ensuring that 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 and monitor work performance of all Advisors against agreed KPI’s.
• Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
• 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 client satisfaction survey scores.

YOUR PROFILE AND EXPERIENCE

Leadership: Evidence of effective interpersonal, coaching/supervisory skills.

Expertise: Previous experience working in a call centre environment is essential.

Communication Skills: Excellent telephone, computer/keyboard, verbal and written communication skills.

Ability: Good numeric and verbal reasoning skills.

Critical-thinking: Effective problem-solving skills.

Employee Perfomance: Performance Management skills.

Handling: Client/customer management skills.

Background: A clear criminal background check.

Education: Minimum Grade 12.

Required Experience: Minimum 3 years Team Manager experience within the BPO space preferably on a US campaign or having worked in a 24/7 environment 

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.

foundever.com