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Customer Service Team Leader
1 month ago
CallForce, an award-winning BPO service provider, offers a challenging role for a seasoned Customer Service Team Leader. Located in South Africa, we provide innovative contact centre solutions to the global market.
Key Responsibilities:
- To guide and support team members, leveraging their skills and strengths to achieve operational excellence.
- To drive operational efficiencies within the team, implementing technological innovations that enhance performance.
- To handle complex customer complaints and enquiries, resolving issues promptly and professionally.
- To analyze performance statistics, identifying areas for improvement and implementing corrective actions as needed.
- To forecast capacity against plan on a weekly/monthly basis, ensuring alignment with business objectives.
- To maintain adherence to operational policies and procedures, fostering a culture of compliance.
- To participate in staff recruitment and selection, identifying top talent for key roles.
- To monitor performance regularly, providing constructive feedback and coaching to drive high performance.
- To proactively encourage a positive work environment, recognizing and rewarding outstanding achievements.
- To ensure all staff issues are addressed promptly and fairly, upholding our commitment to employee welfare.
- To manage daily, weekly, and monthly workloads effectively, prioritizing tasks to meet deadlines.
- To motivate, develop, and retain staff, investing in their growth and career development.
- To identify training needs and plan training sessions, enhancing skillsets and knowledge.
- To adhere to all HR policies and procedures, maintaining a safe and inclusive work environment.
Requirements:
- A minimum of 2+ years of experience as a Customer Service Team Leader, with a proven track record of meeting targets.
- Strong sales ability, with the capacity to handle client objections and close deals.
- Excellent communication skills in English and one additional language, with the ability to articulate complex ideas clearly.
- A background in telecommunications is advantageous, but not essential.
- Clear criminal records and a strong analytical problem-solving approach.
- The ability to thrive in a fast-paced environment, adapting to changing priorities and deadlines.
We offer a competitive salary, estimated at R350,000 - R450,000 per annum, commensurate with experience and qualifications. If you are a results-driven professional seeking a challenging opportunity, please submit your application.
