Team Lead

1 day ago


Cape Town, Western Cape, South Africa BCXP Full time
Job Summary

We are seeking a highly skilled and experienced Team Lead to join our BCXP team. The successful candidate will be responsible for leading a team of customer service representatives and/or technicians, ensuring the smooth and efficient operation of the Point of Sale (POS) Application, and driving continuous improvement.

Key Responsibilities
  • Lead and manage a team of customer service representatives and/or technicians, including hiring, training, coaching, and motivating staff to ensure they meet performance targets and provide excellent customer service.
  • Monitor and evaluate the performance of individual agents and the overall team, setting performance metrics and implementing strategies to improve performance where necessary.
  • Manage the allocation of resources, including staffing levels, scheduling, and workload distribution, to ensure adequate coverage during peak call times and efficient use of resources.
  • Develop and implement strategies to improve the efficiency and effectiveness of the call centre.
  • Generate reports and analyze data related to call centre performance, including call volume, response times, customer satisfaction scores, and other key metrics.
Requirements
  • NQF 6: 3 year Degree/Diploma/National Diploma in Information Technology or Call Centre
  • NQF 4: Grade 12
  • 5 years' experience in Call Centre, with 2 years in Management/Team Leader level in ITC/Telecoms environment
  • OR 7 years' experience in Call Centre, with 2 years in Management/Team Leader level in ITC/Telecoms environment
Preferred Qualifications
  • Certifications in relevant industry
  • Professional memberships in relevant industry
Work Environment

Hybrid Remote Worker

Billable



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