BMW Team Leader

2 weeks ago


Midrand, Gauteng, South Africa iSON Xperiences Full time

BMW Financial Services - Customer Service - Team Leader

Based in Midrand

The Team Leader is responsible for leading an inbound customer service team and ensuring high-quality service delivery aligned with customer objectives. Additionally, they collaborate with other teams in the Contact Centre to maintain a consistent Customer Experience.

Main Responsibilities:

  • Leading and managing a team of approximately 21 agents
  • Coaching and developing agents through regular one-on-one sessions
  • Attendance and leave management, as well as performance reviews
  • Motivating agents using various strategies
  • Quality management through call evaluations and adherence to service levels
  • Handling and resolving cases using designated tools
  • Setting performance indicators and reviewing agent performance
  • Identifying training needs for agent development
  • Resolving queries promptly to ensure service excellence
  • Compiling and reporting on team progress
  • Collaborating with Workforce Management for resource planning
  • Implementing disciplinary measures when required
  • Generating reports on a regular basis
  • Monitoring agent utilization and shifts
  • Building strong internal and external relationships
  • Maintaining escalation processes and introducing new procedures with team input

Skills and Experience:

  • 1-2 years of previous Team Leader experience in a Contact Centre environment
  • Performance management expertise
  • Grade 12 Certificate and leadership training
  • Background in financial services
  • Professional and Interpersonal Skills:
    • Effective oral and written communication
    • Ability to manage workload and prioritize effectively
    • High level of integrity, professionalism, and trustworthiness
    • Strong problem-solving abilities
    • Attention to detail
    • Consistent track record of meeting targets and delivering exceptional customer service
    • Positive work attitude

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