Team Manager
Posted on 2025-03-11
Employer | Kinesis Holdings |
---|---|
Salary | 25000 |
Category | Sales Marketing |
Location | South Africa / South Africa |
Job Summary
Key
Responsibilities:
Team Coaching & Development
- Coach, motivate, and develop the team through regular one-on-ones and structured training to drive engagement and professional growth.
- Foster a high-performance culture, ensuring team members take ownership of their development and performance.
Operational Management
- Oversee daily team operations, ensuring effective task prioritization and adherence to service level agreements (SLAs).
- Identify and address inefficiencies, working with leadership to implement process improvements.
Team Culture & Performance
- Cultivate a positive and accountable team environment that promotes engagement and self-ownership.
- Use feedback mechanisms and company methodologies to drive morale and performance.
KPI & Performance Management
- Define and monitor KPIs, ensuring team and individual performance align with broader business goals.
- Use data-driven insights to identify areas for improvement and ensure service consistency.
Customer Support Leadership
- Act as a subject matter expert and first line of escalation for customer concerns, resolving issues efficiently.
- Collaborate with internal teams to refine processes and deliver seamless customer experiences.
Customer Growth Initiatives
- Shift the team`s focus from reactive to proactive customer engagement, driving retention and satisfaction.
- Develop strategies that strengthen customer relationships and maximize long-term value.
Industry & Market Awareness
- Stay informed on industry trends, best practices, and competitor insights to continuously refine service strategies.
- Share knowledge with the team to implement innovative customer experience improvements.
Continuous Improvement & Insights
- Use data and analytics to identify trends in customer behavior, eliminating friction points in the customer journey.
- Work closely with management to introduce impactful process enhancements and efficiencies.
Requirements/ Competencies:
Team Leadership
- 5 years of experience managing a Customer Experience or Customer Care team, with a proven track record of driving performance and team development.
Training & Development
- Demonstrated ability to deliver structured onboarding and continuous training programs to enhance team skills and service quality.
Performance & KPI Management
- Strong experience in defining, tracking, and optimizing KPIs to maintain high productivity and exceptional customer interactions.
Analytical & Process-Oriented
- Data-driven mindset with the ability to identify patterns, solve problems, and implement process improvements for greater efficiency.
Customer-Centric Mindset
- Strong emotional intelligence and a commitment to prioritising customer satisfaction and delivering best-in-class support.
Time & Task Management
- Ability to manage multiple priorities effectively and work collaboratively with fellow leads to meet key business objectives.
Tech & AI Savvy
- Comfortable with adopting and integrating AI-driven solutions to optimize team performance and customer interactions.
Team Manager position available in South Africa, South Africa. This job position was posted by Kinesis Holdings. The job has been posted as a char8000 ad on 2025-03-11 at 01:24:21 in the Sales Marketing category
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