Call Centre Team Leader
2 months ago
**Job Overview**:
**Date Posted**: Posted 18 hours ago-
**Location**: Pretoria, Gauteng-
**Job Title**: Call Centre Team Leader (Pharma)- Closes: 30 September 2024**Education Level**: Certificate-
**Job Level**: Senior-
**Minimum Experience**: 3 - 5 Years**Call Centre Team Leader (Pharma) - Pretoria East.**:
My Client is seeking dedicated and motivated Call Center Team Leaders to join their team.
**Duties and Responsibilities**:
- Team Leadership: Lead, motivate, and mentor a team of customer service representatives to achieve performance targets and exceed customer expectations.
- Performance Management: Monitor team performance through KPIs and quality metrics, providing regular feedback and coaching to improve individual and team results.
- Training and Development: Conduct training sessions for new and existing team members, ensuring they are well-equipped to handle customer inquiries effectively and professionally.
- Workflow Management: Efficiently manage call centre workflow, ensuring smooth operations and adherence to schedules.
- Customer Escalations: Handle escalated customer inquiries or complaints with professionalism and a focus on resolution.
- Reporting: Generate and analyse performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction.
- Quality Assurance: Maintain quality assurance standards to ensure consistent service quality and adherence to company policies and procedures.
- Communication: Foster open communication within the team and act as a liaison between the team and senior management, conveying feedback, challenges, and opportunities.
- Adherence to Policies: Ensure team members comply with company policies, procedures, and compliance requirements.
**Experience & Qualifications**:
- Pharmacist’s Assistant Post-Basic Certificate preferred
- Strong leadership and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Ability to work under pressure and meet performance targets.
- Knowledge of relevant health industry regulations and best practices
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