Team Leader
2 months ago
Main Purpose:
To lead and inspire a team of Customer Service Advisors in delivering exceptional customer service through business KPIs, driving profitability and customer satisfaction.
Responsibilities:
- Drive success against KPI targets and plans, leveraging effective people management.
- Create a positive learning environment that empowers and develops Customer Service Agents.
- Be a role model, contributing to the wider contact center objectives to deliver first-class customer service.
- Identify areas for improvement, taking the initiative to analyze problems and generate solutions with a "can-do" attitude.
- Understand the business, including strategy, products, services, and organizational structure.
- Recognize the impact of team engagement on attrition and absenteeism, and develop strategies to mitigate these issues.
- Organize and plan work schedules and activities to meet deadlines and quality measures, considering the needs of others.
- Share knowledge and expertise to promote individual performance and contribute to team goals.
Minimum Requirements:
Minimum 24 months of customer service experience, with 12 months in a leadership or supervisory position.
Qualifications:
Matric or equivalent qualification.
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