Call Centre Team Leader (Roadside/Emergency Services) - Roodepoort

SUMMARY:

Role Purpose

Key Responsibilities

• Manage the team’s service levels and overall service delivery.
• Ensure optimal staffing levels are maintained according to departmental requirements, including the appropriate number of staff and required skill sets.
• Ensure department and individual productivity targets are achieved and monitored daily, weekly and monthly.
• Monitor call centre performance and ensure agreed service standards and turnaround times are maintained.

• Conduct regular quality assurance checks and address identified issues immediately to minimise service impact.
• Manage individual performance concerns in accordance with HR procedures and ensure all interventions are fully documented.
• Monitor call centre metrics and identify areas requiring improvement.
• Analyse statistics and performance reports and provide practical recommendations and comments.
• Ensure all required reports are completed accurately, on time and in the required format.

• Coach and counsel team members to improve performance and service delivery.
• Lead, motivate and support the team in achieving departmental objectives.
• Provide guidance and support to team members in resolving operational and customer-related issues.
• Promote a high-performance and customer-focused team environment.

POSITION INFO:

Role Requirements

• Grade 12 – Essential.
• Minimum 2 years’ contact centre experience, specifically within Roadside Assistance.
• Minimum 1 year’s experience at 2IC level within a similar contact centre environment would be advantageous.
• Call Centre Management qualification at NQF Level 4 would be advantageous.
• Excellent knowledge of relevant systems and products.
• Proficient in English and Afrikaans.
• Proficiency in at least one additional indigenous South African language would be advantageous.
• Competent in Windows and MS Office.
• Good understanding of call centre metrics, principles and performance management.
• Strong telephone and written communication skills.
• Strong problem-solving ability with a high level of customer service orientation.
• Assertive, with sound judgement and decision-making ability.
• Ability to lead, motivate and develop a team.
• Strong reporting and analytical skills would be advantageous.
• Self-starter with a proactive, energetic and results-driven approach.