Customer Service Team Lead

2 months ago


Johannesburg, Gauteng, South Africa Tailormade Solution Full time
Call Centre Supervisor

We are seeking a skilled and experienced Call Centre Supervisor to join our team at Tailormade Solution. This role will involve managing a market research call centre in Randburg, overseeing the day-to-day operations of the agents, and ensuring high levels of productivity and customer satisfaction.

Key Responsibilities
  • Recruit, train, and manage a team of call centre agents
  • Develop and implement policies and procedures to improve customer engagement and retention
  • Monitor and report on key performance indicators (KPIs) such as call volume, resolution rate, and customer satisfaction
  • Collaborate with other departments to ensure seamless communication and coordination
  • Provide coaching and feedback to agents to improve their performance and customer service skills
Requirements
  • Grade 12 (minimum)
  • Call centre experience essential
  • Well-versed in disciplinary procedures
  • Able to roster and rotate staff on a daily basis
  • Attention to detail
  • Ability to listen attentively
  • Aware of correct telephone etiquette
  • Keeps client relationships at a professional level
  • Maintains high levels of integrity
  • Passionate and enthusiastic
  • Good organisational skills
  • Good people skills in order to deal with clients at various levels
  • Uses initiative
  • Ability to work under pressure
  • Computer literate
  • Criminally clear
  • Able to work on weekends

As a Call Centre Supervisor at Tailormade Solution, you will have the opportunity to work in a dynamic and fast-paced environment, where you can develop your skills and experience in customer service and team management. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.



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