Customer Service Team Manager

3 weeks ago


Cape Town, Western Cape, South Africa CallForce Full time

Customer Service Team Leader Role

As a Customer Service Team Leader at CallForce, you will be responsible for guiding and supporting team members to drive operational and technological efficiencies within the team.


Key Responsibilities:

• To guide and support team members to achieve their targets and deliver exceptional customer service

• Drive operational and technological efficiencies within the team to improve productivity and quality

• Handle difficult customer complaints or enquiries and ensure timely resolution

• Analyse performance statistics of teams, e.g. number of calls per team, number of successful contacts, and ensure corrective action is taken

• Forecasting capacity against plan on a weekly/monthly basis to ensure effective resource allocation

• Ensure adherence to the operational policies and procedures to maintain high standards of quality

• Participating in the recruitment and selection of staff to build a high-performing team

• Monitor performance on a regular basis and provide constructive feedback to team members

• Pro-actively encourage high performance at all times to drive business results


Requirements:

• Min 2+ years customer service team leader experience

• Strong sales ability & ability to handle client objections

• Proven track record of meeting targets and delivering results

• Excellent communication skills in English and 1 other language

• Background in telecommunications will be an advantage

• Clear criminal records

• Strong analytical and problem-solving skills

• Able to work in a fast-paced environment



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