Roadside Assistance Team leader

3 weeks ago


Johannesburg, South Africa Ellahi Consulting Full time
Job title : Roadside Assistance Team leader Job Location : Gauteng, Johannesburg Deadline : December 28, 2024 Quick Recommended Links
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JOB DESCRIPTION:

  • The Roadside Team Leader is responsible for providing quality and efficient support/service to agents and customers through the daily management of a team of employees. This includes motivating, recognizing, coaching, counseling, training, and problem-solving. Additionally, the Team Leader will assist the Manager with the development of staff, attendance, reporting, and handling escalations.

QUALIFICATIONS AND EXPERIENCE:

  • Grade 12 / Matric
  • 2 – 3 years of work experience in a similar role
  • Background in Insurance / Motor Industry
  • Computer literate – MS Word, Excel, and Outlook (knowledge/experience)

EXPERIENCE, KNOWLEDGE, AND SKILLS REQUIRED:

  • Minimum 1 – 2 years of Roadside Assistance experience
  • Experience in an inbound/outbound call center environment
  • Excellent telephone selling skills with a professional telephone manner, commercial acumen, and the ability to communicate with enthusiasm and drive
  • Excellent communication skills (verbal and written), with a good command of the English language
  • Motor Industry experience would be an advantage
  • Energetic and outgoing personality, able to work well under pressure
  • Fluent in English (other languages would be beneficial)
  • Multi-tasking and excellent time management
  • Strong attention to detail and accuracy
  • Confident and assertive
  • Ability to teach and coach others
  • Punctual and reliable
  • Team Player

SPECIFIC ROLE RESPONSIBILITIES:

Key Duties / Responsibilities:

  • Provide daily direction and communication to employees so that emergency roadside calls are answered in a timely, efficient, and knowledgeable manner.
  • Evaluate and suggest improvements for processes and procedures to increase operational efficiency and service for both internal and external customers.
  • Provide statistical and performance feedback, and coach team members regularly.
  • Write and administer performance reviews to help employees improve their skills.
  • Ensure employees have the necessary training and resources to perform their jobs effectively.
  • Address employee relations issues as expressed by team members.
  • Foster a high-quality work environment to motivate team members to perform at their highest level.
  • Address disciplinary and performance issues according to The company's policy and report to the Manager.
  • Assist the Manager with the daily operation of the call center.

Additional Duties:

  • Other duties and responsibilities may be assigned as required.

OTHER REQUIREMENTS:

  • Criminal and credit clear.
  • Reliable transportation or own transport.
  • Proven track record within a Roadside Call Center environment.
  • A background in the motor trade is preferable.
  • Must be able to work shifts.

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