Call Centre Team Manager

2 weeks ago


Cape Town, Western Cape, South Africa Callforce Full time

Creating purposeful careers as we build the future of contact centre solutionsWork with an iconic international brand to lead, mentor and coach a team of Call Centre Agents to createand deliver amazing customer experiences.

Support and motivate your team to ensure they're on trackto meet client goals. Handle customer escalations, contribute to creating a positive work environment.

  • Leading and managing a team of Call Centre Agents to achieve client SLA requirements
  • Continuously promote a performance-driven culture and always work towards reaching for amazingresults
  • Be accountable for the performance of each agent reaching their daily targets and ensuring thatprofessional relationships exist with customers
  • Ensuring that reporting and informational needs are met, and that management is kept wellinformed of daily activities and significant problems
  • Motivating team to achieve daily targets
  • Improve the key success metrics associated with goals including:o Customer Satisfaction Scoreo Service Level Goalso Quality Goals
  • Guiding, coaching, training and equipping agents with all competencies to reach meet performanceand customer service objectives
  • Coordinate training on new or revised information relating to services, products or processes ofprojects
  • Ensuring all customer questions and complaints are resolved in a timely manner
  • Brainstorming with the team around issues or challenges that may hinder optimum performanceand give recommendations to improve sales
  • Handle employee related issues. Monitoring attendance, punctuality and leave
  • Report on statistics, data, ratios, attrition and terminations
  • Suggest areas of improvement for systems, policies and processes used and propose solutions
  • Manage quality assurance
  • Assist with recruitment, HR admin, personal development and other areas that contribute tomaintaining processes and the growth of the campaignRequirements
  • Matric
  • 1-2 years contact Centre Team Leader experience
  • Strong ability to motivate and guide a team
  • Strong ability to empathise with customer
  • Strong problem-solving skills
  • Consistently mentor and inspire others
  • Customer focused mindset
  • Understanding, interpreting, and manipulating data for reporting
  • Ability to resolve escalated customer issuesPlease send CV to
    Analytical Customer Service Empowerment Solving Problems #J-18808-Ljbffr


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