Job Description

Join the Mango5 Team: Exciting Opportunity for a Vibrant Team Manager!JOB SUMMARY:As the Team Leader - Member Experience at Mango5, you will lead a team of agents to ensure exceptional customer service delivery and uphold our mission to reimagine the veterinary experience. Your leadership will be instrumental in guiding and supporting your team to meet performance targets while fostering a dynamic, supportive environment.KEY RESPONSIBILITIES:TEAM LEADERSHIP AND MANAGEMENT:

• Lead and motivate a team of customer service representatives.
• Conduct regular team meetings and one-on-one sessions to review performance, set goals, and address concerns.
• Foster a positive and collaborative team environment.
• Performance Management and Team Development:
• Monitor team performance against key performance indicators (KPIs) and client-specific metrics.
• Provide regular feedback and coaching to team members to improve performance.
• Implement performance improvement plans as needed.

TRAINING AND DEVELOPMENT:

• Identify training needs and organize training sessions to enhance team skills and knowledge.
• Mentor and support new team members during the onboarding process.
• Encourage continuous learning and professional development within the team.

QUALITY ASSURANCE:

• Ensure compliance with company policies, client requirements, and quality standards.
• Conduct quality audits and provide constructive feedback for improvement.
• Implement corrective actions to resolve any issues or discrepancies.

CLIENT INTERACTION:

• Communicate with stakeholders to understand their needs and expectations.
• Provide regular updates on team performance and initiatives.
• Address and resolve any client concerns or escalations.

OPERATIONAL AND ADMINISTRATIVE TASKS:

• Contribute to process improvement initiatives to enhance efficiency and service quality.
• Collaborate with other departments to ensure seamless operations.

• Lead the insurance claims process, managing timely submissions and task completion.
• Manage resources effectively to meet business objectives.
• Maximising operational efficiency through creative resource utilization and handling client escalations effectively.
• Managing and updating attendance trackers, leave applications, staff transportation, and daily performance reports.

QUALIFICATIONS AND REQUIREMENTS:

• Clear criminal record
• Clear credit record
• Matric or NQF Level 4 certification
• Minimum of 3 years of leadership experience in a call center environment.

• Strong leadership skills with the ability to motivate and guide teams.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office Suite and CRM software.
• Strong understanding of customer service processes and KPIs.
• Proficiency in relevant computer applications, including Microsoft Office Suite and call center systems.
• Strong problem-solving and decision-making abilities.
• Passionate about delivering excellent customer experiences, preferably in hospitality-focused roles such as retail, fitness, airline, healthcare, restaurant, or veterinary services. (Highly Advantageous)

WORKING HOURS:

• 45 hours per week.
• Shift flexibility.

SHIFT ROTATION:

• Monday to Tuesday: 14:00 to 02:00 - 13:00 to 01:00 (Daylight saving) Rotational.
• Wednesday to Friday: 14:00 to 00:00 - 13:00 to 23:00 (Daylight saving) Rotational.
• Saturday to Sunday: 15:00 to 23:00 - 14:00 to 22:00 (Daylight saving) Rotational.

REMUNERATION PACKAGE:

• Basic salary: Market-Related
• Shift allowance.
• Commission
• Anniversary bonus on 1-year mark

EMPLOYEE BENEFITS:After 3 months of employment, Mango5 offers the following benefits to support your well-being and professional development:

• Medical Insurance: Take care of your health with our medical insurance coverage.
• Learnify: Access our learning platform to expand your skills and knowledge.
• YouAssist: Receive assistance and support through our employee assistance program.

WHY JOIN US?Join Mango5 where we prioritize integrity, compassion, and excellence in all aspects. Grow both personally and professionally in our environment, where you can excel in your role and contribute to redefining pet healthcare.This role offers the opportunity to be part of a supportive team and commitment to continuous learning, Mango5 is the perfect place to advance your career.Due to high response volumes, if you DO MATCH our criteria but do not hear back from us within 2 weeks, we will keep your CV in our talent pool for future intakes.

Mango5