Team Leader

5 months ago

Cape Town, South Africa amplify5 Full time

**amplify5 continue to grow**

We are launching new partnerships here at amplify5, and to ensure we set this up for success we are looking for experienced, engaging, fun and dedicated Team Leaders.

Are you a leader who is proactive, wanting to take ownership of the team, being responsible for developing their performance and acting as the main point of contact to the rest of the client abroad...then this is an opportunity.

**What you will be doing**:
**Customer Care**
- Proactively monitor team response times to ensure they are within agreed KPIs, ultimately ensuring customers receive a response within a reasonable amount of time
- Monitor and manage the team to ensure responses are friendly, knowledgeable and efficient
- Act as the main point of contact for all customer escalations, speaking to customers where necessary and using your experience in order to resolve a query professionally, calmly and sensibly
- Escalate to the heads of relevant departments in London e.g. Logistics if the team need further support in resolving a query which they haven’t been able to achieve directly, or you feel customer feedback needs to be surfaced
- Act as an ambassador for the brand, upholding our values and complying with the Data Protection Act and PCI Compliance Regulations at all times.

**Administration**
- Manage the staffing rota, taking into account call patterns and peak periods of contact, to ensure the best level of service is maintained throughout the week and year
- Produce weekly reporting to show contact levels, reasons, and performance against KPIs
- Attend monthly project meeting with Logistics, Ecom, Retail and IT, sharing the most common contact reasons and helping the group to identify possible solutions to improve the experience for our customers
- Develop a relationship with our Zendesk Account Manager, periodically reviewing any new opportunities available within the platform
- Proactively look for opportunities to improve processes and service
- Recognise where further support is needed and escalate to the Digital Director in a timely manner
- Recruit and on-board any new starters including additional staff over Christmas peak
- Ensure gift card stocks are maintained
- The role will be based in one of our State-of-the Art offices in the CBD, with free refreshments, and many community events which support our ethos of putting people first and equipping them to be the best they can be

**Minimum Requirements**:

- 12 Months experience as a Leader of people in a contact centre environment
- 2 years’ experience in a similar, customer service role **within an ecommerce or multichannel business**:

- 18 Months experience in a US contact centre environment
- Proven track history of excelling in all customer and people based metrics
- A positive can-do attitude, to solving queries

**Industry Requirements**:

- **ecommerce**

**Salary**: R15,000.00 - R19,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- US BPO: 2 years (required)
- Team Leader: 1 year (required)

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