Customer Service Team Leader

1 week ago


Bryanston, South Africa ASI Financial Services Full time

**KEY OUTPUTS**
- Effectively manage a team of telesales agents
- Ensure SL and outputs are being achieved by the team
- Effective management of outbound productivity within team
- Ensure sales and productivity levels are achieved
- Handle escalated calls and queries
- Responsible for the total performance management of the team
- Set daily, weekly and monthly targets for the team
- Ensuring all call quality evaluations are regularly performed and conduct regular discussions with the team
- Presents weekly and monthly presentation to management
- Create a positive working environment that enables agents to be motivated to perform at required level of service.
- Ensure the smooth running of the Call Centre by monitoring and analyzing agent activities
- Ensure that all relevant administrative processes are correct
- Contribute to customer service by assisting agents to solve or escalate customer queries.
- Identify real-time trends and escalate to the relevant role players
- Regular and accurate submissions of timesheets

**COMPETENCIES**
- Strong leadership qualities, able to drive performance within a team
- Create a performance driven culture
- Coaching and mentorship abilities
- Knowledge of performance management
- Results driven
- Ability to cope in a stressful environment
- Effective communicator
- Organisational skills and effective time management
- Client service focused
- Strong ability to sell products telephonically
- Excellent numerical and verbal ability
- Exceptional communication skills - predominantly listening skills i.e. identifying the problem
- Assertiveness, combined with patience and tolerance.
- Pro-active problem solver, showing initiative.
- Excellent time management skills
- Professionalism
- Attention to detail

**Q* **UALIFICATIONS AND EXPERIENCE*
- Knowledge of call centre technology
- Tertiary qualification
- Proficient in English
- Excellent verbal and numeracy skills
- Excellent communication skills (verbal and written), and comprehension of the English language
- Minimum 5 years experience managing a Call Centre
- RE 5 (not negotiable)
- Industry relevant NQF 5 qualification

**Job Types**: Full-time, Permanent

**Experience**:

- Customer service: 5 years (preferred)

License/Certification:

- RE5 certificate (required)

Ability to Commute:

- Bryanston, Gauteng (preferred)

Application Deadline: 2024/03/10



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