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Shift Lead

4 months ago

Cape Town, Western Cape, South Africa Boldr Full time

WHAT IS YOUR ROLE
As the Shift Lead, you are responsible for the day-to-day management of your team.

You will serve as a point of escalation for issues outside the authority of a team member, as well as coordinate with clients from time to time.

You will also be working with the Client Experience Manager and the People Experience Team to identify growth and development opportunities for the team members.


WHAT YOU WILL DO
People Development

  • Perform QA and deliver reports to identify team member effectiveness based on identified key performance metrics
  • Improve training effectiveness by developing new approaches and techniques
  • Identify growth and development opportunities for team members to enable career progression and selfdevelopment
  • Monitor and assess team members' performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Biannual Performance Appraisals
  • Help in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be
Team Management

  • Monitor attendance and people concerns of all team members, coordinating closely with the PX Team for disciplinary cases
  • Ensure that team members are properly trained and working consistently to meet client needs
  • Ensure that the team meets company and clientspecific KPI targets through
Internal Coordination

  • Work with the PX Team to make recommendations for their team members' career path, and assist in making a comprehensive training plan for them
  • Relay consistent issues to Client Experience Manager in a timely and efficient manner
External Communications

  • Collaborate with the Client in implementing and creating processes for NBC News Group Customer Care
  • Be familiar with the client's key contacts, unique requirements, and operating processes
  • Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
  • Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager
  • Work closely with the Client to understand each product and the layered reasons behind what issues exist and why
  • Keep the Client informed of the customer sentiment and trends around new and/or common issues
  • Provide daily/weekly/monthly report to the Client on customer issues and team member performance
  • Participate in the Weekly Leads Meeting with the Client to create best practices in communicating with customers

Requirements:

YOU HAVE

  • Bachelor's/College degree in a relevant discipline you're passionate about
  • Two to three years of supervisory experience in a related field
  • Experience in implementing a new campaign
  • Excellent verbal and written communication skills
  • An ability to understand and communicate complex ideas to customers
  • Ability to accept feedback gracefully and with an open mind
  • Customer orientation and ability to adapt/respond to customers with diverse backgrounds

GOOD TO HAVE:

  • Experience in working at a news organization and using Zendesk as a customer support tool

Benefits
Salary plus benefits