Team Leader

2 weeks ago

Cape Town, Western Cape, South Africa Blue Desk Recruitment Full time
My client makes moving anything, anywhere, easier, more affordable and greener.

With Over 8 million customers across the UK and Europe since their launch over a decade ago, they are proud to be known as the largest, fastest growing tech company in the logistics industry.


They have continuously celebrated exciting growth, a key highlight being a large investment from a partner to reinforce their position as the UK market leader.

This is exciting stuff in exciting times.


The Customer Service team is a busy department receiving high volumes of calls from Customers and Transport Partners based mainly in the UK and handling their queries on a daily basis.

They manage the delicate balance of managing customers, transport partners and the staff needs to provide effective answers and solutions.

As a team leader you'll ensure the agents are well trained and motivated to deliver world class customer service.

What you'll be doing:

-
Team Leadership:

  • Stretch and develop the team to achieve objectives that have been set through effective coaching, development, delegation and empowerment
  • Support the team to deliver against individual and personal targets, goals and objectives
  • Support recruitment activities and make sure we're attracting and retaining high potential talent
  • Support the effective resolution of any people issues on the team (performance, absence, etc)
-
Other duties:

  • Act as an escalation point for the team to support more complex queries
  • Work to agreed targets that focus on both hitting targets and driving the right customer agent behaviours
  • Use data and insights including preparing regular reports to help drive decision making and improve performance

Skills and experience we think you'll need to be successful in the role:
Extensive experience in a customer service team leader role in a call centre environment

  • Experience successfully coaching and mentoring more junior members of the team to improve skills, knowledge and performance
  • Strong emotional intelligence
  • Selfmotivated and resilient
  • Easily adopts change and demonstrates agility and flexibility when direction or priorities shift
  • The ability to develop, high quality, trustbased working relationships and guide customers and transport providers through processes to achieve the best results for the business
  • One team mindset
  • The ability to work flexible shift patterns

Bonus points if you have:

  • International experience
  • Logistics experience

Our Benefits Package:

  • Competitive base salary with scope for progression
  • Performance related pay opportunities
  • Medical Aid contribution
  • 5% contribution towards pension fund
  • 20 days holiday a year
  • Inhouse barista
  • Friday drinks and regular social activities
  • The chance to work for a fastgrowing disruptive technology business


My client is extremely proud of their culture and believe in the many benefits that being in the office provides and all of their roles require regular time in the Cape Town office.


Please note - Operational roles in our Contact Centre in Cape Town are fully office based.

Salary:
R25, R28,000.00 per month

Application Question(s):

  • Do you have international call centre experience?
  • Do you have logistics experience?

Education:

  • High School (matric) (required)

Experience:

Team Leader: 3 years (required)
Team Lead Call Centre: 3 years (required)

Language:

  • Good English (required)

Shift availability:

  • Day Shift (required)
  • Night Shift (required)

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