Call Centre Team Manager

2 months ago

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

We are seeking a highly motivated and experienced Call Centre Team Manager to lead our team of Call Centre Agents at CallForce. As a key member of our leadership team, you will be responsible for driving customer satisfaction, service level goals, and quality goals.

Key Responsibilities
  • Lead and manage a team of Call Centre Agents to achieve client SLA requirements
  • Develop and implement a performance-driven culture to drive amazing results
  • Ensure that each agent reaches their daily targets and maintains professional relationships with customers
  • Provide reporting and informational needs to management, highlighting daily activities and significant problems
  • Motivate the team to achieve daily targets and improve key success metrics
  • Guide, coach, and train agents to reach performance and customer service objectives
  • Coordinate training on new or revised information relating to services, products, or processes
  • Ensure all customer questions and complaints are resolved in a timely manner
  • Brainstorm with the team to identify issues or challenges hindering optimum performance and provide recommendations for improvement
  • Handle employee-related issues, including monitoring attendance, punctuality, and leave
  • Report on statistics, data, ratios, attrition, and terminations
  • Suggest areas of improvement for systems, policies, and processes used and propose solutions
  • Manage quality assurance and assist with recruitment, HR admin, personal development, and other areas contributing to maintaining processes and growth
Requirements
  • Matric
  • 1-2 years contact centre team leader experience
Competencies
  • Strong ability to motivate and guide a team
  • Strong ability to empathize with customers
  • Strong problem-solving skills
  • Consistently mentor and inspire others
  • Customer-focused mindset
  • Understanding, interpreting, and manipulating data for reporting
  • Ability to resolve escalated customer issues

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