Customer Service Centre Team Leader

3 days ago

Durban, South Africa RCL FOODS Careers Full time

At RCL FOODS we grow what matters

We at RCL FOODS are in search for a **Customer Service Centre Team Leader to** join our **Vector **Division. The role will be based in **Durban **and report to the **Customer Service Specialist.** RCL FOODS is looking for an incumbent to:
The purpose of this role is to supervise the entire CSD, PSD or Inland Customer Service Centre operation, implementing appropriate Customer Service Centre standards, measurements, resourcing and training; and maximizing Customer Service Centre efficiencies and controls.

**Duties & Responsibilities**:
**Operations**
- Manage and Maintain: Daily / Weekly / Monthly Controls
- Score Cards and Checklists, as per implementation & Design
- Reporting
- Meetings
- Workload by channel
- Jabs & Allocations
- Pricing Reviewed & Followed correctly at Agent Level
- Score Cards & Checklist duties carried out as per design & Implementation
- Daily Site Functional Operations
- Lines, Systems, All Communication Channels, Tested and working
- Call Lists activation
- Functional Problems Logged via BCX
- Service Levels, Call Centre Stats & Targets, driven, observed and maintained
- Action Administrative Tasks
- Maintain adherence to existing & New SOP’s and BCP’s
- All Technical system faults logged, and managed through till resolution
- **Staff Development & Management**
- Manage Team of Call Centre Agents relevant towards Assigned.
- Keep abreast of other Teams Area’s
- Knowledge & Controls, to fill in where and when necessary if required
- Ensure all allocated Team Call Centre Agents, have implemented IDP’s.
- Ensure all allocated Team Call Centre agents have Implemented KPI’s
- Conduct Regular Performance Appraisals, with Call Centre Agents according to process.
- Ensure all allocated Team Call Centre Agents, Competent in Knowledge, Process and systems
- The Incumbent Team Leader will ensure that he/she has received the necessary IR Training and HR Support
- Provide QA/Technical Trainer with TNA - Training Needs Analysis of allocated Call Centre Agents.
- Accountable to Ensure all Agents attend to Coaching, Training & Feedback Sessions as allocated
- Accountable for Documentation of Absenteeism, Time Keeping, Work Performance & Trends of Call Centre Agents
- Accountable for addressing Staff related IR Issues

**Customer Service**
- Drive FCR - First Call Resolution at Agent Level
- QNC’s - Queries n Complaints Management
- Follow Through and Drive at Agent Level to resolve within SLA
- Interact with Key Stakeholders (NAM’s, Principles, Buyers, Business Units)to drive Query/Order/Uplift Resolution
- Attend to Escalated Queries, Service-Quality issues as Escalated from Agent Level

**Drive Value Added Business Support**
- Collate information and Feedback, as and when required:

- CSI’s, Out Of Stocks, Potential Sales
- New Store Openings, Rejections, ICU Lists
- VTM Sales Support, Returns, Out Of Sequence Deliveries, Investigations, Masterdata, And other Admin, Research, tasks etc..
- Identify Root Cause and Provide input to Possible Solutions

**Minimum Requirements**:

- Matric
- 3-year degree / diploma would be advantageous (Sales / Marketing / Logistics)
- 3 years’ experience within a call centre environment
- One year experience in Team Leader / Supervisory role

**Knowledge**:

- Call Centre Systems SAP, CRM, Telephony Management Solution (AVAYA)
- PC Literacy (Word + Excel)
- Understand Customer Service, FMCG, Logistics, Retail

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