KEY ACCOUNTABILITIES
Work closely with the team motivating and coaching them
Hosting 1 2 1 s and team meetings
Keeping up to date with business development and new product lines
Reporting to the Senior Client Relations Manager
Manage day to day line activities, prioritise and make risk impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members
Use company methodology team input and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Manager to highlight operational risks and areas for improvement
Lead and inspire a team of sales agents to deliver excellent levels of individual team performance and customer satisfaction
Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Work with the management team to identify and deliver positive change and business efficiencies
Deliver the allocated part of the operation within agreed budgets service levels and business targets
Escalate any appropriate problems to senior management.
Support the Senior Manager to highlight operational risks and areas for improvement
Submit daily weekly monthly call statistics reports
Register all inbound calls in the excel sheet for tracking
Identify and escalate priority issues to Management
Submit Customer Service Satisfaction report
Follow up tenants customer calls when necessary
Informs clients by explaining procedures answering questions providing information
Maintains and improves quality results by adhering to standards and guidelines recommending improved procedures
Review update existing databases with changes and the status of each tenants and customer prospective tenants and customer
Forward non technical complaints or issues to the Property Management or concerned department
Monitor and control team performance toward all provided KPIs and observes SLAs of all departments and response times
QUALIFICATIONS
Minimum Qualifications and Knowledge
University Degree
Computer literacy in MS Office Word Excel PowerPoint Outlook
Strong presentation and public speaking skills
Customer service and troubleshooting mandatory
EXPERIENCE
Minimum Experience
35 years experience in a call center environment knowledge of administration and clerical processes
SKILLS
Job Specific Skills
Proficient in relevant reporting and analysis performer skills Computer applications skillful practiced good keyboard skills knowledge of customer service principles and practices knowledge of all high and up to date call center telephony and technology
