Back Office/admin Team Leader

1 week ago


Bellville, Western Cape, South Africa CX-International Full time

Role Profile and Person Specification

Primary Objectives/ Purpose of the Role:
Our goal is to provide Gold Plated Service and deliver the most effective customer service experience.

The individual will lead a team of highly driven, self-motivated, and focused Advisors by driving KPIs, efficiencies, high client-centric engagement, and performance.


Key responsibilities:

  • Three years minimum Team Leadership experience with a demonstrable record of overachieving and leading in a Customer Service environment.
  • Drive call times and script compliance with the team while maintaining KPIs and monitoring performance.
  • Coaching and developing the skills and effectiveness of the team. Leading daily buzz sessions (huddles), live listening, sidebyside coaching, and structured 1:1 and compliance feedback.
  • Aid the design and implementation of appropriate strategies to mitigate losses whilst delivering fair and appropriate outcomes.
  • Proactively review the effectiveness of those strategies, making recommendations for improvement that will benefit BES Utilities as well as Commercial Powers and its customers continuously.
  • To comply with the requirements of the regulatory regime which we operate within, ensuring the necessary documentation detailing strategies, policies, and processes is maintained and updated.
  • To ensure compliance and delivery of all SLAs / Performance Standards, addressing issues and escalating where necessary.
  • Analysis and reporting of KPIs to assess performance and assist Operations Manager.
  • Support with internal and external audits.
  • Conduct monthly 121 discussions with advisors/administrators and any other direct reports.
  • Continue to drive the business strategy of developing people through crossskilling.
  • Support business initiatives and process changes through effective leadership and communication.

Skills & Competencies:

-
Customer Service: active listening to the customer adapting your communication style where required. Friendly demeanour, treating the customer with empathy, patience, and respect.
-
Multitasking: seamlessly switching and accessing different tools during chat conversations to guarantee accurate and efficient assistance to the customer
-
Time Management: adhering to scheduled shifts and managing call duration.
-
Technical and Analytical Thinking: the ability to understand, analyse and navigate through learned technical systems.
-
Reporting and Documenting Skills: proficiency in Excel or other tracking systems used to record relevant customer information or reported issues.
-
Positive Attitude: presenting or receiving constructive feedback in a progressive and efficient. Ability to overcome difficulties as well as address work-related issues professionally and positively. Treating all peers, colleagues, and customers respectfully and empathetically.
-
Communication: excellent written and verbal command of the English language. Ability to follow through on commitments and communicate the status of work, identifying and requesting assistance with barriers to progress.
-
Goal Oriented: self-motivated and driven to achieve set goals, targets, and operational metrics. Motivated to develop and maintain current knowledge of the campaign or account.

Minimum Requirements:

  • Matric
  • Clear credit record
  • Clear criminal record
  • Excellent command of the English language verbal and written
  • Business writing skills
  • Computer literacy
  • Good typing skills and ability to navigate multiple screens.
  • Minimum 6 months' experience in contact centre on an international campaign
  • 2years' experience as a Team Leader (preferable)
  • Experience in the specific role (advantageous)
  • HR Process Knowledge
  • Proven track record of meeting targets and service levels

Experience:

Team Leader: 2 years (required)
Call Centre: 2 years (required)

  • Back Office/Admin
Team Leader: 2 years (required)

Application Deadline: 2024/04/24
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