Contact Centre Team Leader

7 months ago

Parow, South Africa The Foschini Group Full time

**Job ID**:17454**Position Type**:Full-Time**Job Function**:Call Centre**Workplace Type**:Contact Centre**Division**:TFG Financial Services**Province**:Western Cape**Location**:Cape Town North**Suburb**:Parow (Parow)Position Description:
**Collections Team Leader (40 hour)**

**A challenging position exists for a dynamic and assertive individual to fulfil the role of Team Leader within the Collections Department.**

**Main Purpose of the Job**:
**Responsible for the team’s success by implementing and monitoring individual and team objectives, enabling the department to achieve the required outputs/KPI’s.**

**Your key output areas would include**:

- Assisting staff members where necessary
- To ensure that the operating procedures for the department are understood and adhered to
- To ensure that standards /key performance indicators for department are met and periodically reviewed to ensure optimum achievement
- To maximize people productivity by adhering to people management processes (e.g. IR, Performance management, recruitment, QA and coaching)
- To ensure that company and department policies, procedures and compliance aspects are adhered to
- To enable the department to achieve the desired outcome by constantly improving on service delivery
- Matric
- Call Centre Management
- Diploma/ Certificate (Desirable)
- Knowledge of credit or retail systems
- Excellent communication and negotiation skills
- Computer literate ( MS Office)
- Able to cope with stress
- Minimum 4 years call centre or customer service experience essential
- Minimum 1 years Team Leader experience (Desirable)
- Completion of the Tomorrow Leaders programme
- Basic knowledge of IR procedures
- Able to work flexible hours (07h00 to 21h00/ Mon to Sun)

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