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Inbound Customer Care Team Leader

1 month ago

Randburg, South Africa Shapiro Shaik Defries & Associates Full time

**JOB PURPOSE**
- To lead, develop and coach a team of Customer Care Agents by driving the daily production and achievement of set targets and SLAs; and providing accurate daily reporting on individual and team performance.
- To conduct thorough investigation of all Debtor’s complaints and queries in accordance with the company’s policies and procedures, ensuring a fair outcome in all cases, which is clearly communicated to all stakeholders.

**QUALIFICATIONS & EXPERIENCE REQUIRED**
- Minimum Matric qualification is mandatory.
- Tertiary qualification in Credit Management, Risk Management or Business Management is an advantage.
- Minimum 2 years Team Leader/Supervisor experience in a customer complaints inbound call centre. Collections experience is an advantage.
- Knowledge or understanding of contact centre technology and methodologies.
- Experience in disciplinary and performance improvement processes.
- Working knowledge of MS Office packages with intermediate proficiency in Excel.

**COMPETENCIES & SKILLS REQUIRED**
- Ability to work under pressure.
- Aptitude in decision-making and problem-solving
- Customer Centric
- Excellent organisational, planning and time management skills.
- Positive attitude and energetic.
- Proven ability to meet targets and deadlines.
- Self-driven and self-motivated.
- Strong leadership and coaching skills.
- Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.
- Strong verbal, written and interpersonal communication skills.
- Team-player.

**NB: Must be willing to work shifts between 07h00 to 20h00 from Monday to Friday and work from 08h00 to 17h00 on Public Holidays and Saturdays.**

**Job Types**: Full-time, Permanent

**Salary**: From R12 000,00 per month

Application Question(s):

- How many years Team Leader/supervisory experience do you have in a customer complaints/inbound environment?
- How many years experience do you have in a Debt Collections call center?
- What is your salary expectation per month?