Contact Centre Team Lead

7 months ago

Johannesburg, South Africa Computershare Full time

**Johannesburg - Hybrid**

This is a hybrid position primarily based in Johannesburg, South Africa. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working

**We give you a world of potential**

The Contact Centre Team Leader operates within Computershare Investor Services at a local level and must deliver within strict customer service delivery guidelines. The guidelines include successful delivery of service level requirements and agreed quality standards. Adherence to processes and procedures is a fundamental aspect of maintaining service and mitigating any potential risks. And work collaboratively across teams within as well as outside the same department, supporting continuous improvement and project related activity related to the role.

**A role you will love**

The Contact Centre Team Leader will be responsible for the day-to-day management of the Contact Centre, staff, processes, procedures, coaching, reporting, adherence, absenteeism and performance management. Weekly coaching and call assessments. Assisting training with information on training requirements and shortfalls within the team

Some of your key responsibilities will include:

- Lead and manage a team of contact centre agents, provide guidance, coaching, and support to team members and handle escalations and ensure team productivity.
- Set performance targets and ensure they are met by conducting regular performance evaluations, provide feedback to ensure continuous improvement.
- Communicates effectively with team members and other departments. Prepares daily, weekly, and monthly reports and escalate issues to higher management as needed.
- Enhance team skills and product knowledge and fosters team spirit which will in turn contribute to a positive work environment.
- Ensure team members adhere to schedules and policies and address absenteeism promptly in an effort to maintain optimal staffing levels.
- Uphold high quality service standards, handle customer escalations professionally and strives for high customer satisfaction.
- Prioritize urgent matters while maintaining overall team performance.
- Collaborate with other teams to resolve complex issues and escalate critical matters to management.
- Administer leave requests and approvals.

**What will you bring to the role?**
- Matric
- Diploma in Contact Centre Management (Advantageous)
- A minimum 2 years’ experience industry experience (preferred)
- A minimum 2 years’ experience across multiple queues with multiple products
- A minimum 2 years’ experience working with data and reports.
- Financial Services Experience
- Knowledge and competency in the following systems is highly advantageous; Nice (preferred), Avaya, Knowledge of Scrip, Workflow, Document Viewer, Registry, Corporate Proxy, Class Actions

**Technical Skills**
- Computer literacy (MS Office) - Essential

**Rewards designed for you**

**Flexible work **to help you find the best balance between work and lifestyle.

**Health and wellbeing **rewards that can be tailored to support you and your family.

**Invest in our business **by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.

**Extra rewards **ranging from recognition awards and team get togethers to helping you invest in your future.

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