Team Lead

5 days ago

Cape Town, Western Cape, South Africa YesPlay Full time
Job Description

YesPlay is seeking a highly skilled and experienced Team Leader to join our Customer Support team. As a Team Leader, you will play a critical role in elevating our support processes and ensuring the smooth operation of the team.

Key Responsibilities:
  • Monitor and motivate the team to ensure daily, weekly, and monthly KPI targets are met and observed.
  • Monitor daily, weekly, and monthly efficiency and activities of agents, ensuring timely responses to incoming inquiries in terms of internal SOPs and SLAs.
  • Collaborate with HR to combat disciplinary issues within the team and explore opportunities for growth and incentives within the team.
  • Gather information to analyze problems and produce solutions, taking the initiative by going beyond job responsibilities and identifying opportunities for improvement with a 'can do' attitude.
  • Partially onboard new agents joining the Customer Support team.
  • Develop the growth of existing agents based on defined plans and promote continual agent and team growth with the assistance of HR.
  • Understand the broader implications of team engagement and how they relate to the goal of reducing attrition and absenteeism.
  • Organize monthly/weekly one-on-one sessions with the team to discuss performance and goals.
  • Improve customer satisfaction rate via reviews and increase growth of positive feedback from customers.
  • Write, update, and monitor scripts for agents' responses. Develop and implement internal SOPs for customer support agents and the department as a whole.
  • Stay current with industry trends and advancements.
  • Monitor random customer engagements to enhance quality, reduce errors, and track operational performance.
  • Evaluate team performance, identify training needs, and schedule training sessions with relevant team.
  • Lead and prepare the customer support department administratively, including but not limited to preparing agent's rosters and shift schedules, overseeing transportation roster, and ensuring internal customer support SOPs are up to date, as well as preparation of performance reports using internal CRM tool.
  • Daily monitor and oversee support operations across multiple channels, including but not limited to live chat, email, telephone, and social networks.
  • Effectively collaborate with the Head of the Department and Operations, Product, and Technology teams to enhance our product within a customer-focused world.
  • Generate and present the Head of Department and Operations customer support ideas and solutions that aim to combat frequent customer complaints and address unexpected use-cases.
  • Report system issues to the Head of Customer Support and Operations team.
Requirements:
  • Strong and consistent leadership skills with the ability to manage customer support KPIs daily, weekly, monthly, and yearly.
  • Capable of handling the implementation and driving of KPIs within a growing team and individually.
  • +3 years of experience in leading and managing a support team of over 10 people.
  • Ability to lead change and healthy customer support habits by setting direction with an employee-centric vision.
  • Have a successful track record for managing growing teams, finding the right balance between performance, wellbeing, and development individually and as a team.
  • Must be passionate about leading people and supporting each member of the team to achieve their full potential.
  • Familiar with Zendesk or similar customer support tool(s).
  • Must be meticulous and good analytical skills (particularly good with Excel).
  • Be a critical and analytical thinker with a strong focus on operational excellence within the customer support team.
  • Consistent management of team and ability to use data and metrics, both qualitative and quantitative.

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