Customer Service Team Lead

2 months ago


Johannesburg, Gauteng, South Africa TalentCru Full time
Job Description

TalentCru is seeking a highly skilled and experienced Call Centre Supervisor to join our team. As a Call Centre Supervisor, you will be responsible for leading a team of Service Centre Consultants and driving operational service delivery.

Key Responsibilities:
  • Team Leadership: Lead a team of up to 20 Service Centre Consultants and provide coaching and management to ensure high performance and productivity.
  • Workforce Management: Plan and manage workforce to ensure adherence to the Basic Conditions of Employment Act and meet business requirements.
  • Performance Management: Conduct performance reviews, identify personal development opportunities, and implement corrective actions as needed.
  • Quality Assurance: Perform quality checks and execute remedial actions to ensure high-quality service delivery.
  • Reporting and Analysis: Review data quality and completeness, and report on performance against Service Level Agreements (SLAs).
  • Operational Strategy: Participate in designing the operational strategy and contribute to business goals.
  • Initiative Implementation: Identify operational issues and suggest possible improvements to drive business growth.
Requirements:
  • Education: National Senior Certificate/Grade 12 and a relevant degree or 3-year diploma or equivalent experience.
  • Experience: 5-8 years of Service Centre Team Leader experience.
  • Skills: Knowledge of people management processes, performance evaluation procedures, call centre technical and systems knowledge, and interlock with various internal and external stakeholders.


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