Call Centre: Customer Service Team Leader

2 weeks ago

Johannesburg, Gauteng, South Africa Energy at Work Projects Full time
Ensures that the team attend to customers, understand what matters to the customer

and delivers against those requests,

  • Ensures that the team takes ownership of every customer need and provides the
customer with a speedy response or facilitates the completion of the customer

request.

  • Ensures that the teams understand the risks associated with the handling of the
different customer requests and follows effective controls to minimize risk, this

includes authentication of the customer to prevent disclosure of information to

unauthorized persons (e.g., knows how to identify the client).

  • Ensure that customer complaints are resolved effectively within the prescribed
timelines.

  • Assists with customer escalations, complaints and queries.
  • Continuously assess what matters to the customer against the ability of processes
and systems to meet the customer demand.

  • Is aware of and supports specific campaigns and marketing activities as required.
  • Proactively promotes the use of multiple channels to clients
  • Monitors internal controls to ensure adequacy and effectiveness.
  • Ensures that regular quality assurance checks occur and facilitate the process of
corrective action.

  • Ensures staff awareness in terms of fraud and fraud mitigation.
  • Continuously coaches team for optimal performance
  • Determines development needs of the team and ensures that development
opportunities (training, rotation, on-the-job learning, product and system updates) are

implemented

  • Ensures alignment to the company disciplinary code with regards to all employee related matters.
  • Ensures that the team is enabled to perform by guiding them in terms of what must be
achieved and what it means to meet customer needs, constant monitoring and

measurement
- providing the necessary work instructions / guides that are easy to follow.
- constantly evaluating whether the system supports optimal performance and to drive

changes where this is not the case.

  • Motivates team members and ensures that they receive recognition for work well
done.

  • Ensures that there is enough staff in place to meet the fluctuating demands of clients
by effectively interpreting and actioning on available data like call volumes, average

handling time, time spent on improvement work.

  • Understands and solves for the changes and trends in data as it relates to. Eg.,
abandoned calls, average handling time, volume of demand and time taken to

respond.

  • Assess and act on the capacity of the team to serve client demand and solve in
collaboration with the team.

  • Facilitate the discussion on data with teams and facilitate the improvement of
processes and methods based on data.

  • Reviewing and analyzing data daily to understand the performance of the team and
determining what to act on.

  • Communicate information in a timely, accurate and understood manner to all team
members.

  • Ensure that all the business policies and procedures are observed
  • Track and accurately update operational performance files for agents on a weekly
basis

  • Coach the team to ensure quality of delivery meets the appropriate standard.
  • Measure and manage the team to ensure poor performance is immediately
addressed.

  • Drive the focus on improving the customer experience on every interaction through
call listening, quality checking, coaching and feedback.

  • Resolve all customer queries that are escalated or are identified as detracting from
positive customer experience.

  • Drive team's performance on systems and all metrics.

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