Customer Care Team Leader

4 weeks ago

Johannesburg, South Africa eMedia Investments Full time

The Customer Care Team Leader would be required to manage a team of OMNI channel customer care agents. To respond to/resolve and log all viewer interactions, monitor transmission, source relevant information, contribute to the continuous development and growth of the customer care department and promote the e-Brand through excellent customer service.

Here's what you can expect to be doing in the role:

- **Team Management**
- Compiling, assessing, and reporting on customer care agents KPI outputs.
- Quality assurance on both inbound, outbound, and written customer interactions.
- Coaching agents where areas of improvement are identified, and tracking performance for improvement.
- Share performance stats daily when on shift.
- Managing all team leave requirements, filing of all sick notes and return to work discussions.
- Performance discussions with all customer care agents monthly.
- Participate in the interviewing process when we are recruiting.
- **Maintain Customer Relations**
- Managing all supervisor calls.
- End to End tracking and resolution of all customer escalations.
- Promotion of the eMedia Investment brand names and loyalty to the channel through excellent service delivery
- **Handling Written Correspondence Platforms**
- Assisting with queries on all social media pages managed by customer care.
- Logging interactions for all the queries handled on the latter platforms.
- **Adhoc Requirements**
- Ad-hoc monitoring of transmission of eMedia Investment channels to pro-actively identify and report transmission problems.
- Creating, updating, and managing the call centre work schedule.

***Key Performance Indicators**:

- **Performance will only be satisfactory in terms of Team Management if**:

- Agents achieve a minimum number of 85 customer contacts per month.
- Productivity of 80% or higher is achieved.
- An average call handling time of 4:30-4:59 is maintained.
- Agents log a minimum of 90% of all their customer interaction on CRM.
- Agents achieve a 90% call quality average per month.
- Knowledge assessments are conducted and a score of 85% achieved.

**Additionally**
- Agents should be settled at their desks and ready to take calls at the start of the shift.
- Adhere to the daily work schedule i.e., breaks, working time and not ready reasons.
- Monitor all stats that impact on the overall performance of the call centre. (Return to Queue, etc)
- **Reporting**
- All reports to be submitted daily, weekly, monthly and adhoc reports as per the agreed time.
- Create the complaints report for the Legal Department.
- **Call Listening**
- Listening to 2 calls per agent per form for quality assurance.
- Additional calls for coaching when needed.
- Call audits when instructed.
- Call calibrations.
- **Coaching Customer Care Agents**
- Coaching on all metrics that are not being met.
- Coaching on the 2 calls assessed for the month in terms of quality assurance.
- Additional coaching as and when needed.

Here's what we will expect from you:
Qualification: National Senior Certificate(Matric)

Language: English

Experience: A proven track record with relatable reference and at least 3 years customer care experience in a call centre environment.

Specific Professional Experience:

- Attention to detail and thorough administration skills.
- Be able to work under pressure.
- Interpersonal skills.
- Conflict management.
- Effective communication skills (Written and spoken)
- Team oriented and result driven.
- Leadership.
- Adaptability/Change Management.
- Developing self and others.
- Planning and Organising.

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