Job Description
The role is responsible for leading, coaching, and motivating a customer service team to achieve best-in-class customer satisfaction and performance outcomes. This includes driving resolution quality, managing performance through clear communication and coaching, supporting complex customer issues, and embedding a positive, inclusive team culture. The role also plays a key part in recruitment, operational delivery, workforce management, and identifying continuous improvement opportunities, with success measured through customer, colleague, and productivity KPIs.
Key Accountabilities and Decision Ownership:
Lead and Inspire Customer Facing Teams:
- Lead and motivate the customer support team ensuring they have regular objective check ins and performance evaluations in line with standards.
- Provide coaching to team members in real time and during dedicated coaching sessions.
- Foster a positive team culture that is inclusive to ALL team members with high touch communication, adherence to Sage values and teamwork.
- Participate with the Sage Recruitment Team in hiring the right people.
Drive Best-In-Class Customer Satisfaction:
- Drive Colleague compliance processes, workflow, and tools to drive high resolution.
- Assist Colleagues in solving complex customer cases and support with resolving complaints.
- Drive tactics to ensure the team Make it Right, Make it Easy, Make it Personal.
- Be active in assisting the team to solve customer complaints, provide guidance to resolve and jump in to directly assist in solving the customers concerns.
- Continuously strive to have a deep understanding of our products, services, and ways of working.
Drive Performance Excellence:
- Communicate flawlessly so Colleagues have clear job understanding, clarity on the vision and objectives, awareness of operational workings and stay up to date on the Sage organization.
- Frequently acknowledge and recognize good performance with ad-hoc and programmed recognition.
- Monitor teams performance through regular coaching and identify training opportunities (shadowing peers, grad bay, training sessions etc).
- Colleagues who constantly fail to meet performance standards are managed via the Performance Improvement Process (PIP).
Continuous Improvements:
- Flag any opportunities identified by the customers, colleagues or personal evaluation that can reduce customer effort, increase satisfaction and or reduce cost.
Operations Management:
- Work with the Sage Recruitment Team to hire the right people.
- Deliver all Workforce Management tasks on time and per work instructions.
- Ensure team complete on time all mandatory training.
- Work with your leader and HR on all people actions to ensure compliance with Sage policies and legal regulations
Skills, Know-How and Experience:
- Focus on Customer Experience – Aligns programs to reduce customer effort and friction.
- Resilience & Proactivity – identify areas to improve customer experience without prompting.
- Execute with excellence – ability to define optionality and recommend an action plan
- Strategic Thinking – ability to see the bigger picture and identify future opportunities.
- Leadership – Inspire others to drive change while offering support and reasoning.
- Passionate - Assertive and self-driven.
Key Performance Indicators:
- tNPS
- TTR
- Productivity
- Valuable Conversations
- Shrinkage Management within budget
- eSAT
