We’re always looking to connect with talented individuals and we’re excited to connect with people who share our passion for delivering great service. While we don’t have any current job openings right now, we invite you to apply and be considered for one of our future roles!
The Team Manager is responsible for coaching and supporting Advisors & Shift Leaders. They are tasked to deliver effective coaching that develops the behaviours and competencies of their team in order to consistently meet customer experience and delivery targets. They are expected to effectively use various tools in generating reports and understanding their team’s performance. They are expected to demonstrate leadership through acknowledging fair and consistent application of the policies while demonstrating a variety of coaching styles and techniques.
What you will be doing:
Provide coaching to Customer Service Advisors and Shift Leaders Provides proactive one-to-one and group coaching as appropriate to improve the skills, accuracy and quality of work and behaviours of their team Ensures understanding of the expected behaviours and acts as a role model to others Prepares and administers performance appraisals to Advisors and Shift Leaders according to deadlines Meets with direct reports on a weekly basis to discuss performance and provides coaching on areas of opportunity or success (1:1s) Works with HR on matters that warrant corrective action in accordance with established policies and procedures Work environment and leadership Demonstrates the company‘s values and inspires others to do the same · Fosters a cohesive, creative and engaging working environment Facilitates problem solving and collaboration, intervening when necessary to aid the team in resolving issues/conflicts; mediate any interpersonal issues within the team Operational Support Acts as the key point of escalation for front-line issues/concerns Handles front-line customer interactions during busy times and to ensure exceptional knowledge levels are maintained Provides floor walking support · Monitors the daily task distribution of the team Oversight of team performance to KPI‘s and/or other objectives Monitoring of KPI‘s, projects, process improvements and miscellaneous other items Reviews individual performance to ensure development plans properly address areas of opportunity Manages absenteeism (including tardiness) and schedule adherence Provides feedback on processes and contact drivers through appropriate channels, CS Hub and Department Manager, that affect contact volumes and customer experience Quality and Knowledge Reviews front-line interactions and completes assessments for feedback via coaching sessions Provides side-by-side support to Advisors on a real-time basis Investigates root cause of poor performance and initiates actions plans Supports the monthly knowledge test by regularly updating the questions database and ensuring maximum participation Hiring Supports Recruitment efforts to ensure caliber of candidates is always of the highest standard Support Training efforts as needed by providing adhoc training sessions to address knowledge gaps Admin work/Scheduling and work time reporting Prepares and signs off the final version of the monthly schedule, approves all changes in the schedule during the month Signs off all attendance records in their team (via Attendix & Shift planning) and is responsible for providing all needed documents on time to Human Resources Responsible for the planning of the vacations and compensation days usage of their team, taking into consideration both the business needs and personal requests of the Advisors and Shift Leaders Prepares and provides the monthly performance bonuses of team members to the Department Managers within the agreed deadlines
What we are looking for:
Bachelor's/College Degree is an advantage 2 years’ experience and tenure with WHG CS PH in a CS role (Internal Hire) 2+ years’ experience in a call centre or BPO company in the same capacity is an advantage 3+ years’ in a Supervisory or Managerial role providing guidance, experience and support to less experienced colleagues
What we offer:
Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:
Financial: Competitive salary and bonus schemes. Hybrid working: Our employees can work from home up to 40% of the time with 60% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up! Paid Time Off (Service incentive leave): You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday. Healthcare and Wellness: Tools and services to help support your well-being, including support with mental health and financial education.
More about evoke
We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business. There couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That’s the future. That’s evoke.
Atevoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.
Apply
Atevoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.
Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.
Apply today to kickstart your application with the evoke Family!