Team Leader

2 days ago

Randburg, South Africa Blue Label Telecoms Full time

**Job Purpose**

Responsible for the day-to-day planning, operating, managing and supporting of the Customer Service Representatives, ensures that all objectives and targets are met efficiently and effectively, and serves as an expert in handling complex ueries. The Team Leader is expected to continuously improve customer satisfaction levels, maintain service excellence and deliver an overall superior customer experience.

**Responsibilities**

**Product/Service Information**
- Provide advanced product/service information and respond to complex customer questions about the product/service

**Customer Order Processing**
- Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required

**Resolving Customer Issues**
- Respond to more advanced issue escalations promptly and appropriately
- Provide managerial approvals as required

**Customer Relationship Development / Prospecting**
- Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships
- Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response

**Customer Needs Clarification**
- Set clear objectives for each sales call or meeting
- Use standard materials to make a presentation to the customer
- Ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation

**Renewals**
- Help drive customer renewals through exceptional service, supporting the sales teams as required

**Customer Relationship Management (CRM) Data**
- Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate

**Operational Compliance**
- Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate

**Personal Capability Building**
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching
- Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

**Work Scheduling and Allocation**
- Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines

**People & Performance Management**
- Ensure the team are optimally managed and that they deliver a superior level of customer service
- Drive the performance management process and lead the culture of customer-centricity through critical goal alignment and individual feedback across the team
- Monitor the quality of performance and drive interventions where required
- Enable a culture of high performance and high engagement focusing on individual growth for each team member
- Ensure team is appropriately trained in all products, systems, policies and services
- Drive a culture of inclusiveness, embracing capabilities of all races, cultures, genders and disabilities
- Monitor and conduct QA Assessments
- Manage the Industrial Relations issues within the team in accordance with the law
- Drive best practice recruitment practices in interviewing and hiring Customer Reps and learners

**Operations Management**
- Ensure team operations are effectively and efficiently managed & that all prescribed operational objectives and targets are met
- Ensure availability and working order of all tools for the team
- Achieve agreed service levels, turnaround and response times
- Ensure consistent achievement of customer satisfaction
- Maintain a physical presence in the customer centre in order to identify problem
- situations and provide conflict resolution or guidance as required
- Resolve escalated queries providing follow up and feedback to the Customer

**Rep and the Customer**
- Monitor and correct failures in achieving targets
- Review tickets logged and document solutions for input into Training material
- Manage day-to-day scheduling of Customer Reps and ensure adherence to the schedule
- Maintain a register of equipment and monitor all faults reported
- Check equipment regularly and log tickets for maintenance/repair
- Ensure integrity of governance across all spheres of operations

**Measurement of Service Levels and Reporting**
- Ensure all service levels and response time targets are met
- Manage service level performance against defined targets and metrics and course correct when necessary
- Review monthly productivity reports, identify trends and coach Reps where improved delivery is required
- Meet or exceed quality

  • Team Leader

    7 months ago

    Randburg, South Africa Benclo Full time

    Detail: Our client is looking for a passionate and experienced Team Leader who has worked in a Telesales environment to lead a team of inbound and outbound Contact Centre Agents. **Qualifications, Experience and Skills***: - Grade 12 and further studies in Management and Contact Centre - Minimum of 4 years Contact Centre Team Leader experience in Customer...

  • Sales Team Leader

    7 months ago

    Randburg, South Africa Embassy Group Holdings Full time

    **Job description** **Main Job Function**: - Coach the team in order to achieve sales targets. - Coach the team in order to ensure the quality of sales meets the appropriate Standard - Monitoring attendance and punctuality daily - Ensure that all staff adhere to the weekly performance targets. - Conduct regular review of all Call Centre Agents performance...

  • Team Leader Agent

    2 weeks ago

    Randburg, South Africa Candidate Assistance Full time

    Team Leader Agent R207 000 P/A Randburg - 1-year call centre experience - Call centre team leader / supervisory experience JOB PURPOSE The purpose of this role is to ensure the day-to-day management of a team of Agents, in a the manner that is in line with excellent service delivery to meet the client’s contractual obligations. KEY PERFORMANCE...

  • Ebu Upgrades

    2 weeks ago

    Randburg, South Africa iSON Xperiences Full time

     The purpose of the Team Leader: EBU UPGRADES is to **lead, supervise, coach and mentor** high paced outbound Contact Centre Agents in conjunction with the Contact Centre objectives and as such **establishing excellent and consistent standard of service and compliance** from the Agents. The Team Leader will **create an effective support tea**m...

  • Collections Team Leader

    7 months ago

    Randburg, South Africa shapiro shaik defries and associates Full time

    **JOB PURPOSE** To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team performance. **QUALIFICATIONS & EXPERIENCE REQUIRED** - Minimum Matric qualification is mandatory. - Tertiary qualification or...

  • Collections Team Leader

    7 months ago

    Randburg, South Africa shapiro shaik defries and associates Full time

    **JOB PURPOSE** To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team performance. **QUALIFICATIONS & EXPERIENCE REQUIRED** - Minimum Matric qualification is mandatory. - Tertiary qualification or...

  • Team Leader

    7 months ago

    Randburg, South Africa Quantum Recruitment Pty Ltd Full time

    This role is a fulltime position with the responsibilities of assisting a team of approximate 6 people. A strong background in a call centre is a basic requirement, along with a background in Customer Service, Financial Coaching, and Debt Management. **Overview and Requirements**: - 2 to 3 years Team Leader / Customer Service experience in a Call Centre -...

  • Client Operations Team Leader

    1 week ago

    Randburg, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: **purpose**: The Client Operations Team Leader oversees the performance of a team. The incumbent ensures that the team achieves set performance targets and maintains customer service standards. The incumbent is required to have people skills and be service oriented. **experience and...

  • Dialer Team Leader

    6 days ago

    Randburg, South Africa iSON Xperiences Full time

    The Role: **Dialer Team Leader** **Number of positions: 1** **Based in Randburg** Job Summary: The purpose of this role is to build monitor and maintain all outbound dialer activity service levels across all multi-functional areas. Produce real-time performance and productivity data to support the operational management team, focusing on strong...

  • Customer Care Team Leader

    7 months ago

    Randburg, South Africa PrepaidMeters.co.za Full time

    **VERY IMPORTANT** Misrepresenting your experience, skills or qualifications on your CV or in your answers to the questions are a criminal offence!! **Note**: ........................................... Enbaya Prepaid Meters, based in Fairlands, Johannesburg is a leader in the Prepaid Meter business. We are looking for a Customer Care Team Leader, with...

  • Field Marketing Team Leader

    7 months ago

    Randburg, South Africa Kairos International Contact Center Full time

    Kairos International has expanded operations to Randburg and is on the lookout for 4 x experienced Field Marketing Team Leaders for our Vehicle Tracking Sales department and for our Funeral Sales department. Minimum experience of 1 year in the role is essential. Salary is market related however inclusive of bonus, incentives and commission to make a very...

  • Sales Team Leader

    7 months ago

    Randburg, South Africa FirstRand Full time

    Job Description To manage the team to deliver support sales growth in the organisation whilst adhering to Sales processes and procedures to ensure compliance and reduce risk Hello Future Short Term Insurance Commercial Team Leader Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us...

  • Team Leader: Cloud

    6 days ago

    Randburg, South Africa Tracker South Africa Full time

    **Position Summary**: **Industry**:IT & Internet**Job category**:IT-Architecture**Location**:Randburg**Contract**:Permanent**EE position**:Yes**Introduction**: Provide management and guidance to the cloud engineering and operations staff, focus on the implementation of new and enhanced services across Tracker’s various locations, and ensure high...

  • Debt Collection Team Leader

    4 months ago

    Randburg, South Africa LWM DEBT RECOVERY Full time

    As a Debt Collections Team Leader, you will be responsible for your team and processes to collect overdue payments and do reporting. Your primary goal will be to enhance recovery of outstanding debts while adhering to company policies and legal regulations. **Key Responsibilities**: 1. Work Top100 accounts 2. Create Campaigns for your teams 3. Be able to...

  • Outbound Contact Centre Team Leader

    6 months ago

    Randburg, South Africa Icon AF Full time

    We are seeking a number of experienced and tenured contact center team leaders. You will be leading a team of approximately 15 consultants completing lead generation for our Financial services tier-one clients. Job brief We are looking for a number of Team Leaders to support our acquisitions department. We are a high-impact, rapid-progression...

  • Debt Collection Outbound Team Leader

    2 days ago

    Randburg, South Africa ITC Business Administrators Full time

    **JOB PURPOSE** To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team performance. **QUALIFICATIONS & EXPERIENCE REQUIRED** - Minimum Matric qualification is mandatory. - Tertiary qualification or...

  • Debt Collection Outbound Team Leader

    5 months ago

    Randburg, South Africa ITC Business Administrators Full time

    **JOB PURPOSE** To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team performance. **QUALIFICATIONS & EXPERIENCE REQUIRED** - Minimum Matric qualification is mandatory. - Tertiary qualification or...

  • Outbound Collections Team Leader

    7 months ago

    Randburg, South Africa Shapiro Shaik Defries and Associates Full time

    **JOB PURPOSE** To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team performance. **QUALIFICATIONS & EXPERIENCE REQUIRED** - Minimum Matric qualification is mandatory. - Tertiary qualification or...

  • Team Leader

    2 weeks ago

    Randburg, South Africa iSON Xperiences Full time

    **Main Purpose of Role**: To manage and support QA agents in achieving their required daily, weekly, and monthly performance targets. To take accountability for QA Agents performance through daily monitoring, compilation of reports and providing guidance to the QA Team. **Key Performance Areas**: - Ensuring that QA agents are aware of their daily, weekly,...

  • Contact Centre Team Leader

    2 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Job Description:The role of the Contact Centre Team Leader at iSON Xperiences is to oversee an inbound voice customer service team, ensuring quality service delivery aligned with Altron People Solutions' objectives. This position involves managing a team of approximately 20 agents and fostering their growth through continuous coaching and development.Main...