Customer Care Team Leader

2 weeks ago

Johannesburg, Gauteng, South Africa eMedia Investments Full time
The Customer Care Team Leader would be required to manage a team of OMNI channel customer care agents.

To respond to/resolve and log all viewer interactions, monitor transmission, source relevant information, contribute to the continuous development and growth of the customer care department and promote the e-Brand through excellent customer service.

Here's what you can expect to be doing in the role:


  • Team Management
  • Compiling, assessing, and reporting on customer care agents KPI outputs.
  • Quality assurance on both inbound, outbound, and written customer interactions.
  • Coaching agents where areas of improvement are identified, and tracking performance for improvement.
  • Share performance stats daily when on shift.
  • Managing all team leave requirements, filing of all sick notes and return to work discussions.
  • Performance discussions with all customer care agents monthly.
  • Participate in the interviewing process when we are recruiting.
-
Maintain Customer Relations

  • Managing all supervisor calls.
  • End to End tracking and resolution of all customer escalations.
  • Promotion of the eMedia Investment brand names and loyalty to the channel through excellent service delivery
-
Handling Written Correspondence Platforms

  • Assisting with queries on all social media pages managed by customer care.
  • Logging interactions for all the queries handled on the latter platforms.
-
Adhoc Requirements

  • Adhoc monitoring of transmission of eMedia Investment channels to proactively identify and report transmission problems.
  • Creating, updating, and managing the call centre work schedule.

Key Performance Indicators:

-
Performance will only be satisfactory in terms of Team Management if:

  • Agents achieve a minimum number of 85 customer contacts per month.
  • Productivity of 80% or higher is achieved.
  • An average call handling time of 4:304:59 is maintained.
  • Agents log a minimum of 90% of all their customer interaction on CRM.
  • Agents achieve a 90% call quality average per month.
  • Knowledge assessments are conducted and a score of 85% achieved.

Additionally

  • Agents should be settled at their desks and ready to take calls at the start of the shift.
  • Adhere to the daily work schedule i.e., breaks, working time and not ready reasons.
  • Monitor all stats that impact on the overall performance of the call centre. (Return to Queue, etc)
-
Reporting

  • All reports to be submitted daily, weekly, monthly and adhoc reports as per the agreed time.
  • Create the complaints report for the Legal Department.
-
Call Listening

  • Listening to 2 calls per agent per form for quality assurance.
  • Additional calls for coaching when needed.
  • Call audits when instructed.
  • Call calibrations.
-
Coaching Customer Care Agents

  • Coaching on all metrics that are not being met.
  • Coaching on the 2 calls assessed for the month in terms of quality assurance.
  • Additional coaching as and when needed.

Here's what we will expect from you:

Qualification:
National Senior Certificate(Matric)

Language:
English

Experience:

A proven track record with relatable reference and at least 3 years customer care experience in a call centre environment.


Specific Professional Experience:

  • Attention to detail and thorough administration skills.
  • Be able to work under pressure.
  • Interpersonal skills.
  • Conflict management.
  • Effective communication skills (Written and spoken)
  • Team oriented and result driven.
  • Leadership.
  • Adaptability/Change Management.
  • Developing self and others.
  • Planning and Organising.

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