Customer Support Team Leader

6 months ago

Umhlanga, South Africa iKhokha Full time

**Company Description**
iKhokha is a place where chance takers become change makers. At iKhokha, we believe in better. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. As one of the fastest growing Fintech's in Africa we've built a team of global change-makers who want to make an impact. If you believe in a better future, be a chance-taker and help us empower small businesses in South Africa.

Are you a dynamic leader with a passion for customer satisfaction?

iKhokha is looking for an experienced, self -driven and motivated Customer Support Team Leader to join our team.

Join us in shaping exceptional experiences for our valued merchants

**So, what will you do?**

You will oversee and monitor call centre employees.

Provide training and feedback.

Ensure the team KPI’s are met.

Provide leadership, coaching and support to the team, and develop plans to achieve the call centre targets.

**In addition to the above, you will**:
**Team Management**
- Provide unsurpassed customer experience to any queries/issues within the agreed iKhokha SLA this includes but is not limited to manager calls.
- Ensure that all employees follow the company's best practices for call centre management and operations.
- Manage call queues and ensure that call SLA’s and Ticket SLA’s are met.
- Oversee the team roster and the day to day staffing requirements of the Support team based on business needs and seasonal trends including marking of the register daily.
- Daily check in’s with the team to understand their workload.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Conducting one to one’s with all CSO’s.
- Coaching, developing and mentoring CSO’s
- Call listening and dip checks for areas of improvement.

**Disciplinaries**
- Discipling CSO’s according to the iKode (Warnings/ Hearings/ Disciplinary Enquires).
- Accountable for the overall team performance.
- Performance management.
- Monitoring late coming and absence.

**Reporting**
- Provide Daily, Weekly and Monthly reporting to Team and Manager.
- Generate and analyse performance reports to identify trends, areas for improvement, and opportunities for optimization.
- Prepare and present regular reports on team performance, including productivity, quality, and customer satisfaction metrics.
- Utilize data-driven insights to make informed decisions and implement strategies for performance improvement.

**Performance Management**
- Set performance targets and KPIs for individual team members in alignment with overall call centre goals.
- Track team performance against targets and take corrective action as necessary to ensure goals are met.
- Recognize and reward top performers and provide constructive feedback and support to those who need improvement.
- Identify training needs and coordinate with training department to address skill gaps.

**Operational Support**
- Assist in resolving escalated customer issues and complaints in a timely and effective manner.
- Ensure adherence to call centre policies, procedures, and compliance requirements.
- Monitor and manage workflow to ensure adequate staffing levels and efficient call handling.
- Collaborate with other departments, such as logistics, product, and quality assurance, to improve processes and systems.

**Qualifications**
- Minimum of a matric qualification.
- Relevant tertiary qualification advantageous.

**Deal Breakers**:

- 2 - 3 years management experience (team size +10) in a Customer service call centre environment with demonstrated leadership and supervisory experience preferred.
- In-depth understanding of performance metrics and KPI’s for a Customer Support environment.
- Strong communication and interpersonal skills.
- Excellent problem-solving abilities and decision-making skills.
- Proficiency in using call centre software and tools.
- Flexibility to work shifts, including evenings, weekends, and holidays.

**Additional Information** Perks of joining the Tribe?**
- Work in a high-growth company with tangible results you're accountable for.
- Enjoy hybrid, remote, and in office work models.
- Competitive remuneration and benefits, including reduced Gap cover rates. Medical Aid and Group Risk scheme contributions.
- Visionary leadership.
- Seize the opportunity for study leave.
- Access to on-demand learning at your fingertips.
- Experience a friendly, collaborative culture with a team of all-round-lekker humans (it’s true, we surveyed our Employees and they told us so).
- If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our very own onsite Barista.

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