Call Centre Team Leader

5 months ago

Johannesburg, South Africa Afrizan People Intelligence (PTY) LTD Full time

**Customer Services Team Leader**

Are you a dynamic leader with a passion for delivering exceptional customer experiences? We are looking for a talented Customer Services Team Leader to join our team and lead, coach, and manage a team of Customer Services Consultants. Your primary goal will be to ensure effortless customer experiences, boost sales, and maintain customer retention.

**Key Responsibilities**:
**Operational Leadership**:

- Manage service levels and resolve operational challenges to ensure successful delivery of Customer Care objectives.
- Monitor and manage team performance using appropriate monitoring systems and reports.
- Support Customer Care Managers to drive efficient operational performance.
- Ensure adherence to planned schedules, investment time plans, and leave policies.
- Analyze data and produce reports on team performance.

**Customer Leadership**:

- Drive a culture of effortless customer experience and sales-through-service.
- Coach and mentor team members to meet customer service, sales, and retention targets.
- Own and resolve escalated customer complaints.
- Ensure compliance with relevant customer processes and escalation procedures.
- Drive customer usage of self-service and digital platforms.

**People Management & Development**:

- Lead and inspire the team through motivational leadership.
- Coach and enable CSCs to deliver on performance requirements.
- Participate in recruitment, retention, and succession planning efforts.
- Implement training and development plans to address skill and knowledge gaps.
- Drive performance management processes and provide regular feedback.

**Qualifications & Experience**:

- Grade 12 and Regulatory Examination Certificate (essential).
- Diploma in Office Administration / Communication / Operations Management (preferred).
- At least 2 years' experience in a frontline service role.
- At least 2 years' experience in People Leadership.
- Call Centre and Human Resources knowledge.
- Ability to multitask in a busy environment.

**Experience**:

- Team Leader: 2 years (required)
- Customer Service: 2 years (required)

Shift availability:

- Night Shift (required)
- Day Shift (required)

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