Customer Care Team Manager - Technical Support at Webafrica Networks (Pty)Ltd

About the position

Are you an energetic, high-spirited team leader? Do you ooze enthusiasm and sprout motivational quotes without batting an eye? Do you live and breathe customer service? If so then this might just be the position for you.

We are looking for a Customer Care Team Manager who understands all the ins and outs of working with a dedicated team of Technical Support agents to deliver customer satisfaction that leaves everyone smiling.

You should be organised, energised, and be a fantastic team leader.

Minimum Requirements:

• Grade 12 and / or relevant qualifications
• 2+ years management experience in a call centre
• Team management experience (i.e. IR, leave, shifts, team management, etc.)
• Coaching experience
• Thorough knowledge of call centre operations and technology
• Reporting
• Strong Technical knowledge and Skills
• A+ certification
• A thorough understanding of NPS and its implementation
• Excellent verbal and written communication skills (English)

Ideal Requirements:

• ISP experience
• Excel intermediate/Advanced

Key Performance Areas:

People Management

• Coaching the team in order to ensure quality of delivery meets the appropriate NPS standard
• Manage and asses the team to ensure all performance standards are met, including:
• Customer satisfaction
• Sales
• Productivity
• Ensure that all HR policies and procedures are observed
• Actively manage the team's overtime, attendance, timekeeping, holidays, sick days, and any other absence
• Ensure the team is organised effectively to maximize productivity

Communication and Feedback

• Give regular feedback to agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team
• Communicates information in a timely, accurate and understood manner to all team members

Reporting and Administration

• Track and accurately update the agents' performance
• Compile and communicate reports as required by the business for relevant updates
• Track and report on root cause of customer dissatisfaction and provide recommendations

Customer Satisfaction

• Drive the focus on improving NPS on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive team performance on systems and all metrics in accordance to the department's requirements
• Be fully knowledgeable of company operations, products and services to ensure the team is providing the customer the best possible solutions and advice
• Drive process improvement throughout the business with both internal & external customers

Manage / Own a Project

• In this case, understanding and documenting the entire customer journey via flows
• Guiding various parts of the business in tracking touch points in this customer journey
• Present findings to the business and recommend solutions

Behavioural Competencies:

• Customer service orientated
• Ability to work independently and in a team
• Analytical thinking
• Great planning and prioritisation skills
• Ability to thrive in high pressure, fast paced and deadline driven environment
• Innovative and proactive

Desired Skills:

• ISP
• Communication
• Coaching And Mentoring
• Team Management
• Call Centre
• Technical Support
• MS Office
• Reporting
• Analytical
• Planning & Organising
• Innovative

Desired Work Experience:

• 2 to 5 years

About The Employer:

Who are we?

Webafrica has been around since 1997 so we've been around the block and we're here to stay. We have tried our hand at many different internet ventures along the way but now we focus on the best part of all, getting South Africans connected with reliable, increasingly fast and cost-effective internet.

We were born and bred in Cape Town but we've decided to expand by opening a new office in Johannesburg in 2016. We have just over 200 Webafricans eagerly serving around 60 000 customers (and growing) so we need the top of the crop to give special attention to our customer's needs. We provide Fibre, LTE and Naked ADSL connections (well, until ADSL finally dies), across South Africa and also have optional products like ESET Anti-virus, VoIP and Mailbox services that customers can buy. We're like a shiny colourful rainbow of all things internet connectivity related...

We've got a small board and a small Shareholder group with no boring institutional investors to slow us down, although amongst that small group we have massive experience to help us to continually become more fabulous at what we do - our Board members have all been founders/CEO's of successful businesses, locally and internationally including: Storm Telecom, Teraco, Smartcom, Host Europe Group.

Our CEO, Sean Nourse, came aboard in 2020 to steer the ship into a brighter future with his focus on customer service using his years and years of experience at Internet Solutions.

What's cool about working for Webafrica?
Not only do you get Medical Aid through Discovery (with Vitality included), a provident fund contribution, an awesome office (when you're tired of working from home) which of course includes free breakfast and amazing coffee... but you also get to work with the COOLEST people around. We have awesome incentives like potential quarterly bonuses, ACE awards (for our top performers in the company) and the most fun staff parties!

We're a tight-knit family with a wicked sense of humour - promise you'll have fun when we're around..

Employer & Job Benefits:

• Daily Breakfast
• Medical Aid
• Retirement Annuity
• Bonuses
• Recognition Awards