Customer Service Team Leader

17 hours ago

Krugersdorp, South Africa Fidelity Services Group Full time

**Overall purpose of the job**:
As the Call Centre Team Leader, you will be accountable for the daily running and management of the Call Centre through the effective use of resources.

You will be responsible for the monitoring of reputational, legal and regulatory risk within the call centre environment. The Team Leader will listen to various sales as well as non-sales recordings.

This will include Inbound, Outbound, and Digital Campaigns.

You will create an effective support team and strong business partnerships with the internal FADT functions (including Sales, Marketing, HR, Finance and IT).

The Call Centre Team Leader ensures that the operations support Fidelity-ADT/Secure Drive strategic plans and are in accordance with established policies and procedures.

**Duties & Responsibilities**:

- Effectively supervise call centre personnel, ensuring optimal performance by overseeing all the activities of the call centre Agents
- Review, monitoring and tracking of individual sales agents’ performance monthly and relevant documentation thereof
- Provide leadership to all personnel through effective objective setting, delegation, motivation, and communication
- Meeting and exceeding performance targets for speed, efficiency, sales, and quality within the outbound/Inbound call centre
- Develop sales strategies to guarantee growth in line with company objectives
- Liaise with agents and third parties to gather information and resolve issues for inbound line
- Provide trend analysis to National Call Centre Manager
- Conduct regular meetings to ensure that personnel are well informed of changes in products, services, policies and procedures
- Maintain up-to-date knowledge of industry developments and call centre best practices
- Manage Quality Assurance of calls to improve quality, minimise errors and track operative performance
- Ensure that all relevant communications, records, and data are uploaded/attached to calls
- Attend regular meetings with National Call Centre Manager and Agents to discuss all matters related to the outbound and inbound call centres
- Keeping accurate records of discussions or correspondence with customers
- Reach required conversion rate, ARPU, daily talk time and number of leads touched
- Lead distribution to telesales agents
- Conduct performance appraisals, provide measurable feedback to assigned personnel and suggestions for improved performance
- Formulate and implement employee corrective actions as needed including training and/or coaching sessions
- Compile accurate management reports on call centre statistics and activities for the National Call Centre Manager
- Track attrition and absenteeism levels for overall Call Centre, flagging any areas of concern to the National Call Centre Manager
- In conjunction with the National Call Centre Manager ensure continuous process improvements and ensure that appropriate awareness benefits are passed to relevant Call Centre staff
- Monitor timekeeping and payroll records
- Provide timely and accurate quality assurance on inbound and outbound calls
- Analyse calls, identify issues, document the problem, the root cause and the corrective action
- Contribute to the development of training material
- Contribute to the development of best practice to improve sales volumes and quality
- Live coaching
- Call listening sessions with team
- Call Calibration sessions with team and provide full report to NCCM
- System training e.g. PICS
- Checking Disposition accuracy
- Daily feedback on individual performance
- PIP - performance improvement plans
- Script writing and training
- Ability to customize scripts to align to agent’s strengths - ensuring adherence to the legal and compliance always
- Training of all existing and new products

**Attributes**:

- Action orientated
- Conflict Handling
- Integrity and Trustworthy
- Attention to detail
- Problem Solving
- Report Writing
- Punctual
- Target Driven
- Ability to multi-task, set priorities and manage time effectively
- Excellent verbal and written communication skills
- Ability to use positive language
- Ability to perform under pressure and within a fast-paced environment
- Emotional Intelligence
- Goals directed and results orientated
- Independence
- Conflict Management
- Able to identify and improve processes
- Coaching Skills
- Analytical Skills
- Integrity
- Efficient
- Punctual
- Disciplined
- Influencer
- Patience
- Attentiveness
- Assertiveness
- Sound leadership skills with the capability to motivate and develop staff
- Clear communication skills
- Ability to use positive language
- Action orientated
- Time Management
- Planning and Organizing
- Great work ethic and a willingness to do what needs to be done
- Attention to detail
- Problem Solving
- Ability to perform under pressure and within a fast paced environment

**Minimum qualifications and experience**:

- Matric / Grade 12
- Relevant qualification/degree advantageous
- Certificate in Basic Principles of Call Centre (advantag

  • Customer Service Representatives

    1 day ago

    Krugersdorp, Gauteng, South Africa Tailormade Solution Full time

    Job DescriptionWe are looking for highly skilled Customer Service Representatives to join our team in the Krugersdorp area.About the RoleAssist customers with their queries and concerns in a professional and courteous manner.ResponsibilitiesProvide exceptional customer service and support to our clients.Maintain a clean and organized store environment,...

  • Retail Sales and Customer Engagement Specialist

    4 weeks ago

    Krugersdorp, Gauteng, South Africa Scholtz Partners International Full time

    About the Role We are seeking a skilled Retail Sales Assistant to join our team at Scholtz Partners International. As a key member of our sales team, you will be responsible for delivering exceptional customer service and driving sales growth in our adult store. Key Responsibilities: * Provide outstanding customer service and support to clients * Drive sales...

  • Senior Manufacturing Operations Manager

    1 day ago

    Krugersdorp, Gauteng, South Africa Pronto Labour Team Full time

    About the RoleWe are seeking an experienced Senior Manufacturing Operations Manager to join our Pronto Labour Team. This is a fantastic opportunity for a seasoned professional to take on a leadership role in our manufacturing environment.Key ResponsibilitiesProvide strategic leadership and guidance to the production team, ensuring that operations run...

  • Financial Services Representative

    1 month ago

    Krugersdorp, Gauteng, South Africa GIC Enterprises Full time

    GIC Enterprises is seeking a highly motivated Financial Services Representative to join our team. In this role, you will have the opportunity to promote and sell Surex Life policies.About the PositionThis is a sales position where the successful candidate will be promoting and selling life insurance policies. The ideal candidate will be able to provide...

  • Multiskilled Customer Experience Representative

    1 month ago

    Krugersdorp, Gauteng, South Africa Ster-Kinekor Theatres Pty Ltd Full time

    At Ster-Kinekor Theatres Pty Ltd, we are seeking a highly skilled and motivated Multiskilled Customer Experience Representative to join our team. As a key member of our staff, you will be responsible for delivering exceptional customer service and ensuring that every guest has an outstanding experience at our cinema.Job DescriptionThe ideal candidate will...

  • Automotive Service Advisor

    7 days ago

    Krugersdorp, South Africa RJPersonnel Full time

    2years Admin duties for the Service and Repair Centre Service Advisor function Following up with orders and parts requirements on all current and future jobs Responsible for the total customer handling process in the service and repairs Achieve high level of customer satisfaction and confidence in order to increase loyalty and trust Generate service...

  • Vip Customer Relations Relationship Manager

    2 months ago

    Krugersdorp, South Africa HotelJobs.co.za Full time

    VIP CUSTOMER RELATIONS RELATIONSHIP MANAGER (Hospitality Industry) - KRUGERSDORP - R20,000 to R25,000 PM We are currently recruiting passionate and hard-working team players to join our ever-growing family. We value our employees and provide opportunities for career growth within the company. **Fluency in Mandarin is essential.** Your responsibilities will...

  • Healthcare Advisor

    3 days ago

    Krugersdorp, South Africa Air Liquide Full time

    **Company presentation** A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in **75 countries** with approximately 66,400 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s...

  • Service Technician/ Maintenance Technician

    7 months ago

    Krugersdorp, South Africa Tru-Trac Rollers Pty Ltd Full time

    **Installation and Maintenance Technician** **- Mining** - Region: Krugersdrop, Gauteng - Salary: Market related, based on experience - Benefits: Pension, Risk Cover, Funeral Cover, Life Insurance, Medical Aid, Transport - Sales Incentives - Safety Incentives - Growth opportunities - Type: Permanent **Minimum Requirements**: - Grade 12 - Living in...

  • Geophysicist Team Lead

    4 weeks ago

    Krugersdorp, Gauteng, South Africa E&D Recruiters Full time

    We are seeking a highly skilled Geophysicist to lead our geophysics team in Lanseria.About the RoleAs a Geophysicist Team Lead, you will be responsible for coordinating the activities of our geophysics department. Our company specializes in electronic equipment for geographical information gathering and related designs.Key Responsibilities:Coordinate...

  • Store Manager

    4 weeks ago

    Krugersdorp, South Africa Bargain Books Full time

    **STORE MANAGER OPPORTUNITY - KEY WEST MALL, KRUGERSDORP!** Turn Your Passion for Books Into a Thriving Career! Are you ready for an exciting new challenge where you will connect with fellow book lovers, and lead a team in creating unforgettable customer experiences? If so, join **South Africa's Best Bookseller Award winner (six years running)** with 82...

  • Junior Marketing Specialist

    7 months ago

    Krugersdorp, South Africa AccorHotel Full time

    **Company Description** "Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless...

  • Dealership Service/ Warranty Clerk

    3 days ago

    Krugersdorp, South Africa RJPersonnel Full time

    2years - Comply with company service standards and procedures. - Assist staff and managers with daily general administrative/ other requests. - Check, sort, file and update computer invoices, job cards, warranties, and retail prices. - Process branch claims and print submissions. - Distribute information to relevant departments. - Label documentation for...

  • Hub Manager

    4 months ago

    Krugersdorp, South Africa Buffalo International Logistics Full time

    The Hub Manager is responsible for overseeing and coordinating the daily operations of the hub. This role involves managing staff, optimizing processes, ensuring compliance with company policies, and maintaining high standards of service and efficiency. **Requirement**: - Relevant qualification - +8 years experience in Courier Logistics and Warehousing -...

  • Salad Creator for Food Service Establishment

    2 weeks ago

    Krugersdorp, Gauteng, South Africa Blou Blitz Storage Facility Full time

    Job SummaryWe are seeking a skilled Salad Creator to join our team at Blou Blitz Storage Facility. The successful candidate will be responsible for preparing high-quality salads for customers in a fast-paced food service setting.About the RoleThe Salad Creator will work closely with our kitchen staff to prepare and present salads according to customer...

  • Equipment Servicing Professional

    3 weeks ago

    Krugersdorp, Gauteng, South Africa Bilnor Labour Full time

    Job Summary: We are seeking an experienced Equipment Servicing Professional to join our team at Bilnor Labour. As a key member of our maintenance team, you will be responsible for maintaining and servicing our equipment, ensuring it runs efficiently and effectively.Key Responsibilities:Maintain and service equipment to ensure optimal performanceIdentify and...

  • Front and Back Office Supervisor

    2 weeks ago

    Krugersdorp, South Africa Pepkor Lifestyle Full time

    Why Choose Pepkor Lifestyle: Build a Thriving Career at the Forefront of Retail Ready to lead a dynamic team and make a lasting impact? Join Pepkor Lifestyle as a Front and Back Office Supervisor within the Incredible Connection brand and step into a rewarding career that empowers you to drive results, unlock your potential, and make a difference. **Here's...

  • Porter

    7 months ago

    Krugersdorp, South Africa MANTIS Full time

    Company Description "Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless...

  • Senior Engineering Leader

    1 day ago

    Krugersdorp, Gauteng, South Africa Tumaini Consulting Full time

    Tumaini Consulting is a multidisciplinary engineering firm based in Krugersdorp, seeking a highly experienced Professional Civil Engineer to join our dynamic team. As a seasoned expert in innovative design and technical leadership, you will have the opportunity to work on cutting-edge projects that make a real impact.About the Role:We are looking for an...

  • Service Centre Manager Auto Pedigree krugersdorp

    4 months ago

    Krugersdorp, South Africa Motus Corporation Full time

    Auto Pedigree is looking for an experienced Service Centre Manager based at our krugersdorp Branch. This position is an ideal opportunity for someone eager to make use of their leadership and business acumen, and operations management experience to drive the achievement of branch performance targets and advance Auto Pedigree's business interests in the...