Back Office/admin Team Leader

3 weeks ago

Bellville, South Africa CX-International Full time

**Role Profile and Person Specification**

**Primary Objectives/ Purpose of the Role**:
Our goal is to provide Gold Plated Service and deliver the most effective customer service experience. The individual will lead a team of highly driven, self-motivated, and focused Advisors by driving KPIs, efficiencies, high client-centric engagement, and performance.

**Key responsibilities**:

- Three years minimum Team Leadership experience with a demonstrable record of over-achieving and leading in a Customer Service environment.
- Drive call times and script compliance with the team while maintaining KPIs and monitoring performance.
- Coaching and developing the skills and effectiveness of the team. Leading daily buzz sessions (huddles), live listening, side-by-side coaching, and structured 1:1 and compliance feedback.
- Aid the design and implementation of appropriate strategies to mitigate losses whilst delivering fair and appropriate outcomes.
- Proactively review the effectiveness of those strategies, making recommendations for improvement that will benefit BES Utilities as well as Commercial Powers and its customers continuously.
- To comply with the requirements of the regulatory regime which we operate within, ensuring the necessary documentation detailing strategies, policies, and processes is maintained and updated.
- To ensure compliance and delivery of all SLAs / Performance Standards, addressing issues and escalating where necessary.
- Analysis and reporting of KPIs to assess performance and assist Operations Manager.
- Support with internal and external audits.
- Conduct monthly 121 discussions with advisors/administrators and any other direct reports.
- Continue to drive the business strategy of developing people through cross-skilling.
- Support business initiatives and process changes through effective leadership and communication.

**Skills & Competencies**:

- **Customer Service**: active listening to the customer adapting your communication style where required. Friendly demeanour, treating the customer with empathy, patience, and respect.
- **Multitasking**: seamlessly switching and accessing different tools during chat conversations to guarantee accurate and efficient assistance to the customer
- **Time Management**: adhering to scheduled shifts and managing call duration.
- **Technical and Analytical Thinking**: the ability to understand, analyse and navigate through learned technical systems.
- **Reporting and Documenting Skills**: proficiency in Excel or other tracking systems used to record relevant customer information or reported issues.
- **Positive Attitude**: presenting or receiving constructive feedback in a progressive and efficient. Ability to overcome difficulties as well as address work-related issues professionally and positively. Treating all peers, colleagues, and customers respectfully and empathetically.
- **Communication**: excellent written and verbal command of the English language. Ability to follow through on commitments and communicate the status of work, identifying and requesting assistance with barriers to progress.
- **Goal Oriented**: self-motivated and driven to achieve set goals, targets, and operational metrics. Motivated to develop and maintain current knowledge of the campaign or account.

**Minimum Requirements**:

- Matric
- Clear credit record
- Clear criminal record
- Excellent command of the English language - verbal and written
- Business writing skills
- Computer literacy
- Good typing skills and ability to navigate multiple screens.
- Minimum 6 months' experience in contact centre on an international campaign
- 2-years’ experience as a Team Leader (preferable)
- Experience in the specific role (advantageous)
- HR Process Knowledge
- Proven track record of meeting targets and service levels

**Experience**:

- Team Leader: 2 years (required)
- Call Centre: 2 years (required)
- Back Office/Admin Team Leader: 2 years (required)

Application Deadline: 2024/04/24

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