Customer Service Team Lead

1 week ago

Johannesburg, Gauteng, South Africa TalentCru Full time
Service Centre Team Supervisor

TalentCru is seeking a highly skilled Service Centre Team Supervisor to lead a team of consultants in our client's telecommunications industry. The ideal candidate will have 5-8 years of experience as a Service Centre Team Leader and a relevant degree or equivalent experience.

The successful candidate will be responsible for the performance and output of the Service Centre Consultants, driving operational service delivery. They will manage a team of up to 20 consultants across two desks (inbound and outbound) and be allocated a specific client.

The Service Centre Team Supervisor will be responsible for:

  • National Senior Certificate/Grade 12
  • Relevant Degree/ 3 Year Diploma or Equivalent Experience
  • 5-8 Years Service Centre Team Leader Experience
  • Knowledge of People management processes
  • Knowledge of Performance evaluation procedures
  • Call Centre technical and systems knowledge
  • Interlock with various internal and external stakeholders
  • Manage relationships with Key clients
  • Overall focus on team morale and motivation in the working environment.
  • Coaching and management of allocated team.
  • Workforce management and planning to ensure adherence to basic conditions of employment act.
  • Workforce management for shift planning based on demand and capacity.
  • Conduct performance reviews as per Performance management process, identify personal development as per career aspirations and succession planning.
  • Provide learning and coaching opportunities and taking corrective action where necessary.
  • Ensure staff understands and comply with all call centre objectives, performance standards and policies.
  • Train and onboard new employees.
  • Perform quality checks and where applicable execute remedial actions.
  • Review overtime claims and approve in line with the business requirements/budget aligned to Basic Conditions of Employment Act.
  • Daily stand-up's with team members to review calls for the previous day (period), share learnings, identify trends, adherence to process.
  • Review data quality and data completeness of calls and activities performed by the team.
  • Maintain and achieve SLA targets to achieve set benchmarks (e.g. call answer ratio, service level ratio, average hold time).
  • Report daily, weekly and monthly on performance against SLA.
  • Provide failover support to outsource service team for business continuation purposes.
  • Ongoing review and enhancement of procedures and systems according to client/organizational objectives within the Service Centre for the specific team being led.
  • Participate in designing the operational strategy and contribute to the goals
  • Drive and implement initiatives by identifying operational issues and suggest possible improvements
  • Working with other supervisors and managers within the business to execute operational delivery.
  • Prepare Key management reports (analyse, identify trends and propose solution]

TalentCru is a dynamic company that values its employees and strives to provide a positive work environment. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

  • Customer Service Team Lead

    2 months ago

    Johannesburg, Gauteng, South Africa EMPIRE RECRUITMENT Full time

    Job Summary:Empire Recruitment is seeking a highly skilled and experienced Customer Service Team Lead to join our team. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.Key Responsibilities:Develop and implement customer...

  • Customer Service Team Lead

    3 weeks ago

    Johannesburg, Gauteng, South Africa The Recruiters Full time

    Job Title: Customer Service Team LeadJob Summary:We are seeking a highly skilled Customer Service Team Lead to join our team at The Recruiters. As a key member of our customer service team, you will be responsible for overseeing the daily operations of our customer service department, ensuring that our customers receive exceptional service and support.Key...

  • Customer Service Team Lead

    2 months ago

    Johannesburg, Gauteng, South Africa TalentCru Full time

    Job DescriptionTalentCru is seeking a highly skilled and experienced Call Centre Supervisor to join our team. As a Call Centre Supervisor, you will be responsible for leading a team of customer service representatives and ensuring that they provide exceptional service to our clients.Key Responsibilities:Team Leadership: Lead a team of customer service...

  • Customer Service Team Lead

    4 weeks ago

    Johannesburg, Gauteng, South Africa EMPIRE RECRUITMENT Full time

    About the RoleWe are seeking a highly skilled and experienced Call Centre Manager to join our team at Empire Recruitment. As a Call Centre Manager, you will be responsible for overseeing the daily operations of our client's call centre and its dedicated employees.Key ResponsibilitiesLead and manage a team of Call Centre Representatives to deliver exceptional...

  • Luxury Retail Team Lead

    4 weeks ago

    Johannesburg, Gauteng, South Africa Service Solutions Full time

    Job Title: Team Manager – Luxury Retail SandtonAt Service Solutions, we are seeking a highly skilled and experienced Team Manager to join our luxury retail team in Sandton. As a Team Manager, you will be responsible for leading a team of Client Advisors to deliver exceptional customer service and drive sales growth.Key Responsibilities:Lead and motivate a...

  • Customer Service Team Lead

    1 week ago

    Johannesburg, Gauteng, South Africa Capital Recruit Full time

    Customer Care ManagerThe ideal candidate for this role will be a skilled leader who can develop and implement effective customer service strategies to drive customer satisfaction and loyalty.Key Responsibilities1. Leadership and Management:Lead, mentor, and develop the customer care team to ensure high performance and professional growth.Conduct regular team...

  • Customer Service Team Lead

    3 weeks ago

    Johannesburg, Gauteng, South Africa The Recruiters Full time

    Job Title: Call Centre SupervisorWe are seeking a highly skilled and experienced Call Centre Supervisor to join our team at The Recruiters. As a key member of our customer service team, you will be responsible for leading a team of customer care consultants and ensuring that our high standards of quality and service are consistently met.Key...

  • Luxury Retail Team Lead

    3 weeks ago

    Johannesburg, Gauteng, South Africa Service Solutions Full time

    Role OverviewService Solutions is seeking a highly skilled and experienced Retail Manager to lead our luxury retail team in Sandton. As a key member of our team, you will be responsible for driving sales growth, improving customer satisfaction, and maintaining a positive work environment.Key ResponsibilitiesLead and motivate a team of Client Advisors to...

  • Customer Service Team Lead

    1 month ago

    Johannesburg, Gauteng, South Africa The Recruiters Full time

    Job Title: Call Centre SupervisorWe are seeking a highly skilled and experienced Call Centre Supervisor to join our team at The Recruiters. As a Call Centre Supervisor, you will be responsible for leading a team of Customer Care Consultants to ensure exceptional customer service and quality assurance standards.Key Responsibilities:Supervise and manage a team...

  • Customer Service Team Lead

    2 months ago

    Johannesburg, Gauteng, South Africa TalentCru Full time

    Job DescriptionTalentCru is seeking a highly skilled and experienced Call Centre Supervisor to join our team. As a Call Centre Supervisor, you will be responsible for leading a team of Service Centre Consultants and driving operational service delivery.Key Responsibilities:Team Leadership: Lead a team of up to 20 Service Centre Consultants and provide...

  • Luxury Retail Team Lead

    2 weeks ago

    Johannesburg, Gauteng, South Africa Service Solutions Staffing Full time

    Job SummaryAs a Luxury Retail Team Lead at Service Solutions Staffing, you will be responsible for promoting a positive and collaborative team environment that fosters trust, integrity, and superior performance standards. You will lead by example, conducting regular performance conversations and developing action plans to ensure team members are meeting...

  • French-speaking Team Lead

    1 month ago

    Johannesburg, Gauteng, South Africa ABC Worldwide Full time

    Job Title: French-speaking Team LeadAt ABC Worldwide, we are seeking a highly skilled and experienced French-speaking Team Lead to join our Customer Service team. As a Team Lead, you will be responsible for leading a team of customer service representatives and ensuring that they provide exceptional service to our clients.Key Responsibilities:Lead and manage...

  • French-speaking Team Lead

    1 month ago

    Johannesburg, Gauteng, South Africa ABC Worldwide Full time

    Job Title: French-speaking Team LeadAt ABC Worldwide, we are seeking a highly skilled and experienced French-speaking Team Lead to join our Customer Service team. As a Team Lead, you will be responsible for leading a team of customer service representatives and ensuring that they provide exceptional service to our clients.Key Responsibilities:Lead and manage...

  • Customer Service Team Lead

    1 week ago

    Johannesburg, Gauteng, South Africa Tailormade Solution Full time

    Call Centre SupervisorWe 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 ResponsibilitiesRecruit, train, and...

  • Luxury Retail Team Lead

    7 days ago

    Johannesburg, Gauteng, South Africa Service Solutions Full time

    Key ResponsibilitiesAs a Team Manager in our Luxury Retail department, you will lead a dedicated team of Client Advisors to deliver exceptional results through a client-centric approach.Main Tasks and Responsibilities:Lead, supervise, and inspire a team of Client Advisors to achieve high performance standardsPromote a positive, collaborative, and...

  • Customer Care Team Lead

    3 weeks ago

    Johannesburg, Gauteng, South Africa The Recruiters Full time

    Job Title: Customer Care Team LeadJob Summary:We are seeking a highly skilled Customer Care Team Lead to join our team at The Recruiters. As a Customer Care Team Lead, you will be responsible for leading a team of Customer Care Consultants to ensure quality assurance standards and to action higher-level query resolutions.Key Responsibilities:Supervise...

  • French-speaking Team Lead

    2 months ago

    Johannesburg, Gauteng, South Africa ABC Worldwide Full time

    Job Title: French-speaking Team LeadAt ABC Worldwide, we are seeking a highly skilled and experienced French-speaking Team Lead to join our Customer Service team. As a key member of our team, you will be responsible for leading a team of customer service representatives and ensuring that they provide exceptional service to our clients.Key...

  • Senior Retail Team Lead

    1 week ago

    Johannesburg, Gauteng, South Africa Service Solutions Staffing Full time

    Job SummaryWe are seeking a highly skilled and experienced Luxury Retail Manager to lead our team in Sandton. As a key member of our management team, you will be responsible for promoting a positive and collaborative team environment, fostering trust and integrity, and driving superior performance standards.Key Responsibilities• Lead by example, promoting...

  • Customer Service Team Lead

    2 months ago

    Johannesburg, Gauteng, South Africa Tailormade Solution Full time

    Job Title: Call Centre SupervisorWe are seeking a highly skilled and experienced Call Centre Supervisor to join our team at Tailormade Solution. As a Call Centre Supervisor, you will be responsible for the day-to-day management of our call centre operations in Randburg.Key Responsibilities:Rostering and Staff Management: You will be responsible for creating...

  • Customer Service Team Lead

    1 month ago

    Johannesburg, Gauteng, South Africa Tailormade Solution Full time

    Job Title: Call Centre SupervisorWe are seeking a highly skilled and experienced Call Centre Supervisor to join our team at Tailormade Solution. As a Call Centre Supervisor, you will be responsible for the day-to-day management of our call centre operations in Randburg.Key Responsibilities:Rostering and Staff Management: You will be responsible for creating...