Call Centre Team Leader

SUMMARY:

An International technology and outsourcing services company is in the market to take on a dynamic Call Centre Team Leader to lead, manage and coach a call centre team and create a lively platform for service delivery

POSITION INFO:
Minimum Requirements:

• Matric / Grade 12 (required)
• Certificate / Diploma (advantageous)
• Minimum 12 months Call Centre / BPO experience / Customer Service in Team Leader capacity
• Experience in managing a team of Voice / Chat / Email / Social Media Agents
• Native level / fluency in English (both verbal and written)
• Excellent Communication and customer focus (both verbal and written).
• Ability to work rotational shifts (24 x 7 x 365)

• Responsible for leading, managing, coaching, developing & motivating a team of Tribe Chatters, between 14-16 Tribe Chatters.
• Setting clear and stretching performance goals in line with department KPIs and service levels.
• Create an environment where people are energised, engaged through high impact communication and coaching resulting in achievement of team targets in all Company KPI metrics.
• Responsible for spending 70-80% of time working closely with team members – demonstrating continuous improvement in team / individual performance.
• Ensure quality and regulatory requirements are followed by all Tribe Chatters to ensure compliance.
• Responsible for performance management of direct reports in line with department and HR guidelines.
• Drive personal development for the team through succession planning and performance management
• Provide an escalation point for complaints and regulatory referrals to assist in the timely resolution of customer queries.
• Ensure a full knowledge of the customer complaint escalation process, adhering to the process at all times.
• Maintain employee, company and client confidentiality.
• Achievement of performance targets as set by the Operations Director to ensure customer excellence is met.
• Liaise with other departments within Digital Tribe & Ascensos to resolve all customer queries.

NB! This job is now closed. You can apply for other jobs by uploading your CV.