Call Centre Team Leader

5 days ago

Kempton Park, South Africa AVI Limited Full time

AVI Field Marketing, a division of AVI Limited, handles the sales and merchandising for the beverages, snacking, and cosmetic business units to ensure improved execution at the store level.

An exciting new opportunity, therefore, exists for a **Call Centre Team Leader**. The successful applicant will be required to perform a customer service function, team performance and administration control. AVI Field Marketing is a shared services business unit within AVI. Field Marketing focuses on sales and merchandising for the beverages, snacking and cosmetic business units to provide greater focus and to achieve an improved execution at the store level. This role will report into the **Call Centre Supervisor** and will be based in **Isando**.

**Key Performance Areas**:
Team Performance
- Ensure Call centre agents receive inbound telephonic customer orders in a proficient manner, on time, accurately, and within set parameters ensuring orders are captured live
- Ensure EDI orders are processed on time, accurately, and within set parameters
- Ensure reverse sales orders are processed on time, accurately, and within set parameters
- Ensure Call centre agents capture all orders from internal Customers on receipt
- Ensure that the service level agreements are achieved based on the calls answered within the stipulated timeframes
- Monitor performance and ensure targets are achieved
- Ensure planning, performance & feedback meetings are held
- Ensure all call lists are reallocated as and when necessary
- Ensure all call assessments are conducted on agents based on inbound and outbound calls on a weekly basis
- Ensure agents use the order verification process to guarantee 100% correctness of order capturing
- Ad hoc duties as and when required

Administration and control
- Ensure daily activity and incompletion reports are actioned timeously
- Check & action activity reports twice a day
- Provide data and reports as and when required
- Adhere to standard operating processes of the call center
- Assist in training of new staff members to the required standard operating procedures of the call center
- Report master data inaccuracies to Call Centre Supervisor and AR
- Update customer call lists and ensure accuracy of call cycles(NOD / NDD)
- Assess viability and obtain authorization prior to processing special deliveries
- Communicate unresolved customer problems to Call Centre Supervisor providing details and action taken
- Respond to Internal & external customer enquiries and provide resolution
- Assist with the drawing up of holiday plans before public holidays
- Ensure pricing queries for all customers are addressed
- Ensure any discrepancies are followed up with rep or customer prior to order capture
- Forward credit held orders listing to Accounts Receivable department prior to the delivery run and advise buyer when the account is on hold

People Management
- Ensure IR matters are documented and reported to the Supervisor
- Ensure that all time management is addressed with all agents
- Ensure all staff is well informed of all processes, procedures & policies

**Experience**:

- 2 - 3 years of Call Centre experience
- 1 - 2 years of Supervisory experience

**Qualifications**:

- Completed Matric
- A completed tertiary qualification (Customer Service / Call Centre / Sales / Marketing / Retail Management) advantageous

**Additional Requirements**:

- SAP working knowledge
- FMCG industry experience
- Knowledge of the Call Centre environment
- Proficient in Microsoft Office

**Competencies**
- Initiate and achieve results
- Communicate clearly
- Remain composed and resilient
- Manage people and teams
- Analyse and solve problems
- Deliver customer service
- Work with others
- Govern and follow rules

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