See more Collapse

Team Leader

4 weeks ago

Cape Town, South Africa Odity Cape Town Full time

Odity Cape Town is looking to grow its team

Start date: 01 July 2024

Shifts: Mon to Fri - 8am to 5pm/9am to 6pm/10am to 7pm, weekends (if required)

**WHO ARE WE?**

At Odity, we are experts in customer relations. We help brands that trust us to take care of their most valuable asset: their customers.

We are a multicultural team of 1,500 employees based at 10 offices located around the world: New York, London, Brussels, Paris, Milan, Antananarivo, Cape Town, Hong Kong, Shanghai, and Tokyo.
Today we work in synergy with more than 350 brands as close as possible to their customers in the luxury, lifestyle, fashion, automotive, insurance, banking, and media sectors.
Our mission: to transform every interaction with the customer into an opportunity to create value and cultivate the uniqueness of the brand.
In concrete terms, we manage the omnichannel relationship across all of the brand's touchpoints (pre-sales, sales and after-sales) on the customer's preferred channel and language of communication.

Our Brand Ambassadors respond to the daily requests of customers by providing a dimension of listening, empathy, proximity, and advice.

**JOB DESCRIPTION**

Odity Cape Town is currently looking for an essential profile: a Team Leader to monitor & improve the quality of our interactions with brands that place their trust in us.

As a Team Leader, you will assume overall responsibility for Team success by agreeing, implementing, and monitoring individual and Team objectives and targets whilst ensuring company policies and procedures are adhered to. The Team Leader will also ensure that operation runs smoothly and at an optimum level (i.e., uninterrupted and maximize up-time and productivity).

**I am intrigued. What would I be required to do concretely?**

Under the management of the Business Manager, your primary responsibilities will be:
Human Resource Management
- Adhere to HR policies and procedures, i.e., absence, disciplinary and recruitment.
- Assist with the second phase in the recruitment process i.e., interviewing applicants for the campaign ensuring that the correct applicants are hired.
- Ensure that performance appraisals are conducted on a regular basis.

Training
- Product changes or new products to all direct reports
- Refresher training on products and soft skills
- Identify training requirements on a regular basis within the Team and communicate to the Business Manager.

Quality/Quantity Management
- The Team Leader is responsible for ensuring that only the best Quality of Service is delivered to our clients and client’s customers.
- Compliment QA efforts by conducting QA of team/individual consultants as required.
- Assess quality adherence and compliance by using set, standard QA procedures.
- Monitoring random transactions to improve quality, minimize errors, and track operative performance.
- Recording statistics, user rates and the performance levels of the staff and preparing reports.
- QA (Quality Assurance)
- follow up on QA report and feedback on consultants’ QA development with the Business Manager.

Performance Management
- Set and monitor performance targets for the Team together with the Business Manager and in line with the client and company expectations.
- Capture performance statistics for the team at the required intervals.
- Weekly evaluations are all to be completed accurately and on time and in person.
- Provide each consultant with valuable and constructive feedback every week, and daily, if required.
- Initiate and facilitate the relevant coaching or disciplinary intervention when necessary.
- Evaluate at least 3 transactions per Ambassador per week and provide feedback to the Business Manager and Ambassador on quality, technique, and manner, and highlight ways to improve it.
- Perform regular coaching and development of consultants (e.g., performance, skills, conduct).
- Monitor transaction flow and productivity closely and manage exceptions efficiently and effectively, i.e., adherence to schedule (start time, breaks), review shifts, and scheduling of team when required.
- Conduct employee counselling and disciplinary processes (e.g., Poor Performance, Absenteeism) when required with the aim of correcting behavior and improving performance.
- Administer and conduct incentive flag.

Workforce Management
- Scheduling shifts of team members.
- Break and Lunch scheduling and monitoring.
- Absence maintenance to manage SLA.

Reporting, Liaising, and communicating.
- Quality and standard of reporting - in the correct format, absolute accuracy, and relevance of report.
- Reports to be analyzed, not just compiled, in order to identify areas that need attention.
- Reports are to be completed on time; this is measured by the actual completion vs. deadline.
- Escalate any daily complaints, queries, or requests from customers to the Client or to the Business Manager with a solution or recommendations.
- Compile daily, weekly, and monthly reports as required (internal/external).

We have other current jobs related to this field that you can find below

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa PRR Recruitment Services Full time

    Team leader – R500k p.a (Rondebosh) This well know company in Rondebosh is seeking a Team leader.The ideal candidate will have strong experience in management of databases3-years related experienceStaff management on a team leader levelValue Added services Bill payment, Electricity (VAS)3 years SQL Database Administration in a highly pressurised...

  • Team Leader

    2 months ago

    Cape Town, South Africa PRR Recruitment Services Full time

    Team leader – R500k p.a (Rondebosh) This well know company in Rondebosh is seeking a Team leader.The ideal candidate will have strong experience in management of databases3-years related experienceStaff management on a team leader levelValue Added services Bill payment, Electricity (VAS)3 years SQL Database Administration in a highly pressurised...

  • Team Leader

    4 weeks ago

    Cape Town, South Africa PRR Recruitment Services Full time

    Team leader – R500k p.a (Rondebosh) This well know company in Rondebosh is seeking a Team leader.The ideal candidate will have strong experience in management of databases3-years related experienceStaff management on a team leader levelValue Added services Bill payment, Electricity (VAS)3 years SQL Database Administration in a highly pressurised...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa CallForce BPO Specialist Full time

    The Team leader will be responsible for achieving daily, monthly, quarterly and annual goals by driving and motivating the Nightshift team. This is a debt consolidation campaign for an international client, so your ability to work with the team to ensure performance targets are met are crucial for this role. The Team Leader will build direct relationships...

  • Team Leader

    3 weeks ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining...

  • Team Leader

    1 week ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** If you’ve been working hard to build your career in the service industry and know the ins and outs of customer service then your passion for people and ability to help others is sure to pay off. Concentrix is expanding and we’re looking for Team Leaders to join our game-changers in our Vibrant Cape Town office. We’re a global...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa LRI Invest Full time

    Team Leader - Back Office Transaction Processing - Cape TownSummary of the positionThe Team Leader: Back Office Transaction Processing will be expected to manage and implement controls, process and all projects as well as to plan and manage the production cycle of the system reconciliations area between Decalog and Invest One with the existing management...

  • Team Leader

    3 weeks ago

    Cape Town, South Africa National Debt Advisors Full time

    **National Debt Advisor is looking for a Team Leader to join their team!!!** **Responsibilities**: - Managing a team of sales Lead generators - Driving team targets in accordance with the department's KPI requirements - Evaluating data and using the information to boost productivity and ensure steady staff development. - Managing the collection book at...

  • Team Leader

    4 weeks ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** At Concentrix + Webhelp, commitment, integrity and team playing is valued and well recognised. We’re on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Team Leader in our bustling Cape Town office where you’ll work on an exciting international...

  • Team Leader

    3 weeks ago

    Cape Town, South Africa The Faculty Full time

    We are seeking **a weekend team leader **who **resides anywhere in South Africa **on a** full-time basis **to join and manage our growing team of English tutors. Our expanding team is focused on demonstrating our core values which foster continuous learning and development. **Start Date**: - Immediate upon completion of the recruitment & training...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa Webhelp Full time

    Job AdvertYou've been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off.We're on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining example as a...

  • Team Leader

    4 weeks ago

    Cape Town, South Africa Webhelp Full time

    **Job Advert** You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining...

  • Team Leader

    4 weeks ago

    Cape Town, South Africa Webhelp Full time

    **Advisor** **Location** - Cape Town, South Africa**Language** - English*** **Job Advert**: - You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa Signal Hill Products Full time

    Signal Hill Products is looking for Team Leader (Sales) Position/Title: Team Leader (Sales)Reports To: District ManagerFunction: SalesArea: South Africa " Signal Hill Products has multiple Team Leader vacancies across South Africa "Overall Responsibility:The Team Leader is tasked with new business in the region, as well as maintaining and growing existing...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa amplify5 Full time

    Calling all Aviators Are you Ready to Take Flight?We are soaring to new heights at amplify5, and to ensure our journey is smooth, we are seeking a seasoned, charismatic, and dedicated Team Leader for our Travel and Aviation division.The role will entail leading, nurturing, and empowering our team of experts to deliver an exceptional customer experience...

  • Team Leader

    6 days ago

    Cape Town, South Africa Huntswood Full time

    **Job Overview**: As a team leader, you will lead, monitor, and inspire a group of advisors to achieve set goals that contribute to the growth of the department and wider organization. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and drive a culture of high...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa Huntswood Full time

    Our Esure Customer Service division is looking to appoint a Team Leader within the Cape Town team.Job Purpose: Drive superior customer service performance delivered to Esure and their customers, by achieving outstanding levels of quality and operational efficiency.Technical Skills: Advanced report writing skills (proficient in Excel) High levels of...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa Webhelp Full time

    AdvisorLocation Cape Town, South AfricaLanguage English***Job Advert: You've been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off.We're on the lookout for a determined individual who values the importance of team playing...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa LRI Invest Full time

    Team Leader - Custody Reconciliation - Cape TownSummary of the positionThe successful applicant will be expected to manage a team of custody reconciliations administrators. The individual will be expected to manage the workload and deliverables of the team, assisting with issues identified in operations, monitoring the performance of the team, and ensuring...

  • Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa Apex Group Full time

    Team Leader - Segregated FundsLocation: Cape Town, South AfricaDate Posted: May 4, 2023DescriptionSummary of the positionThe Segregated Fund Accounting Team Leader for managing the team of Fund Accountants responsible for all aspects relating to the delivery for the start of day portfolio and reporting validation; system reconciliation; NAV oversight and...