Additional Information
As a Manager within our Client Support team, this individual will oversee a team of Software Support Agents who are responsible for responding to and resolving customer inquiries. Management of the team will include measuring the performance of Support Agents against established goals, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Agent performance.
Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.
The role is working NA hours between 08:00 to 17:00 EST Monday to Friday. In addition, the role adheres to NA public holidays, allowing you to take leave on NA public holidays in place of recognised South African public holidays.
We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 2-3 days of working from home per week. This role is based in the Cape Town office.
Essential Functions :
Manage the performance of team of Support Agents against all established Client Support goals.
Monitor phone and e-case queues to ensure all calls and cases are responded to within established SLAs
Provide coaching and constructive feedback to Support Agents to improve performance and enable your team to achieve all established goals & objectives.
Participate in the escalation process including working with clients and other MRI departments to resolve client cases
Conduct regularly scheduled team and one-on-one meetings with your direct reports to address issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
Conduct detailed service reviews with customers to review cases, set priorities and manage customer expectations.
Develop and implement tactical plans for achieving strategic initiatives
May participate in the development of strategic initiatives to improve department efficiencies, processes, and enhance the Client Experience
Provide end of year merit increase and bonus recommendations. Assist in implementing training plans for direct reports and identify areas for agent development
Adhere to all established MRI Software policies and guidelines
Develop knowledgebase documentation and articles
Performs other duties and responsibilities as assigned.
Knowledge, Skills, & Abilities:
Excellent interpersonal and professional communication skills, both verbal and written
Strong time management and organizational skills
Ability to manage multiple tasks, while effectively focusing on priority issues
Excellent problem solving, leadership, and coaching skills
Ability to work as a member of a team and cross-functionally
Training & Experience:
Previous supervisory or management experience preferred
Experience managing remote employees is a plus.
Customer service experience preferred
Inbound support centre experience preferred
We're obsessed with making this the best job you've ever had!
We want our teams to love working here, so we've created some incredible perks for you to enjoy:
We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
Have confidence in your health with our offered Medical Aid Scheme.
Invest in our competitive Personal Pension plan and help set you up for your future.
Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
Further your professional development with our Tuition Reimbursement Schemes
Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!
Mrisoftware · Cape Town, South Africa