Customer Care Team Leader
4 months ago
The Customer Service Team Leader is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing, coaching, counselling, training, and problem solving. Additionally, the position is responsible for assisting the Manager and Supervisor with development of staff, attendance, reporting and escalations.
**Position Overview**:
**Specific Role Responsibilities**:
- Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
- Provides statistical and performance feedback and coaching on a regular basis to each team member
- Writes and administers performance reviews for skill improvement
- Ensures employees have appropriate training and other resources to perform their jobs
- Responds to and resolves employee relations issues expressed by team members
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
- Addresses disciplinary and/or performance problems according to company policy to the Manager
- Assists the manager with daily operation of the call centre
- Works as a member/leader of special or ongoing projects that are important to area/process improvement
- Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
- Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
- Uses appropriate judgment in upward communication regarding department or employee concerns
- Duties and responsibilities is not limited to the above
**Qualifications and Experience**:
- Grade 12 / Matric
- 2 - 3 years work experience in a same or similar role
- Background in Insurance / Motor Industry
- Computer literate - MS Word, Excel, and Outlook (knowledge/experience)
- Excellent communication (verbal and written) - Good command of the English language
- Energetic
- Multi-tasking
- Excellent time management and attention to detail
- Confident and assertive
- Ability to work under pressure
- Ability to teach and coach
- Punctual
**Skills and Personal Attributes**:
- Communication Proficiency
- Customer/Client Focus
- Leadership
- Organizational Skills
- Performance Management
- Problem Solving/Analysis
- Honesty and integrity
- Credit and criminal clear
- Own or reliable transport
- Own and live up to company values
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