Csr Team Leader

7 months ago


Cape Town, South Africa Intelligent Debt Management Full time

**Client Services Team Leader (M1)**
- Client satisfaction ratios
- Consistent focus on First Call Resolution
- Ensuring work, task quality and integrity is maintained and continuously improved
- Client query response times and Maintaining Service Level Agreements
- Ensuring acceptable talk time and phone availability levels
- Client retention and increasing average client tenure

**Key Responsibilities**:

- Coaches the team to ensure quality of delivery meets the appropriate standard
- Analyzing team metrics and performance to drive continuous customer improvement
- Ensure team members are achieving their daily KPIs
- Conducting regular coaching and one-on-ones to ensure that all consultants have the necessary tools, resources, skills, and knowledge to manage their assigned client portfolio effectively
- Conducting and maintaining quality checks and standards within their relevant teams
- Dealing with elevated queries/problems
- Creates an environment that fosters teamwork and co-operation amongst team members
- Ensuring continual communication between management and staff
- Adhere to and enforce internal policies

**Key Requirements**:

- Tertiary qualification advantageous
- ** 2 years' Contact Centre Leadership experience**:

- Passed DC exam advantageous
- Excellent client service skills
- Excellent communication skills, both verbal and written, to effectively communicate with team members, customers, and internal teams
- Understanding of financial services industry
- Strong analytical skills and the ability to use data to drive performance and improve processes

**Key Competencies**
- Ability to lead and motivate a team
- Strategic thinking and planning
- Analytically minded with advanced excel skills
- Effectively do reports and presentations
- Excellent communication and training skills
- High attention to detail with the ability to investigative and problem-solving skills
- Excellent time management
- Ability to prioritize and multitask
- High levels of honesty, accountability and integrity



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