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Customer Service Centre Manager
2 weeks ago
Ad Talent Africa is seeking a seasoned professional to lead their Customer Service Centre as a Team Leader. The ideal candidate will have extensive experience in the retail customer service environment, with a proven track record of managing teams and driving performance.
Key ResponsibilitiesThe successful candidate will be responsible for providing front-line direction to Customer Service Centre Agents, ensuring quality service is provided in each interaction. They will also facilitate effective communication between the team and management, enforce operational guidelines, and update all team documentation to ensure alignment with company standards.
In addition, the Team Leader will be accountable for leading the team to success through coaching, developing, and inspiring them in all areas required to meet the company's standards. They will also be responsible for maximising productivity through effective staff scheduling and management of absenteeism, ensuring staff competence, and providing support and regular feedback on performance.
Furthermore, the Team Leader will conduct spot checks on CRM systems to ensure accurate and complete information, monitor calls to improve quality, minimise errors, and track employees' performance. They will also provide communication and training to ensure Agents are fully informed of all new information related to products, procedures, customer needs, and company-related issues and changes or actions.
The Team Leader will also serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. They will recognise and identify operational issues or gaps that may have a negative impact on the customer experience or operational efficiency and identify opportunities to enable automated tools and applications for Customer self-service.
Qualifications for this role include a Grade 12 or equivalent Business degree or diploma related to the retail industry or the call centre industry, with more than 5 years experience in the retail customer service environment. The ideal candidate should also have experience as a Call Centre Team Leader with a minimum of 5-7 team members and demonstrated progression of responsibilities from agent to Team lead.
