Customer Service Team Leader
4 weeks ago
TalentCru is a leading staffing agency in the telecommunications industry.
We are seeking an experienced Customer Service Team Leader to join our team on a limited 3-6 month contract with possible extension. The role offers a competitive salary and benefits package.
Job Description:The Customer Service Team Leader will be responsible for the performance and output of the Service Centre Consultants to drive operational service delivery. You will be allocated a specific team of consultants (up to 20) for a specific client across 2 different desks (inbound and outbound).
- 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.
• 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
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