Contact Centre Team Lead

The role of the Team Leader is to lead, guide, coach and support the team to achieve the operational outputs. Managing a team of Contact Centre agents in a proactive, visible and participative style. Ensuring that customers are provided the best possible experience through, quality management. Providing full support to the Contact Centre Manager.Principal Accountabilities
- Identify, manage, and develop relationships with key partners to meet the objectives and goals of the Company
- Ensure personal conduct is aligned to Company procedures
- In conjunction with HR, drive the recruitment and selection of contact employees to ensure that SLA - Human Resource requirements are met
- Contribute to the implementation of change programmes and projects which impact the Contact Centre
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
- Produce daily, weekly, and monthly reports and dissemination information to stakeholders
- Ensure service, SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery
- Implement control measures to ensure that the daily enquiries and ticket resolutions are performed according to the SLA.i.e. logged, resolved, outstanding
- Embed a high-performance culture, framework and review the processes to achieve service levels and improvements against set targets (Identifying and instilling best practices, processes and systems and drive a continuously improving environment)
- Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis
- Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
- Lead and develop the team to ensure consistency in performance, stability, and succession planning
- Ensure that teams provide customers with a friendly, professional, and consistently high-quality service, helping to resolve various queries accurately and timeously
- Arrange activities to actively engage and provide support to the teams to ensure better performance and achievement of SLA standards
- Carry out regular 1-on-1's, developing a culture where training and development are a fundamental part of the team development, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively
- Flexibility to work in line with MSC Cruises operational requirements
- Present a professional and favourable image of The Company at all times.

Job Specific Capabilities and Experience:
Experience

Essential: Matric (Grade 12)
Minimum five years working experience in a Contact Centre Proven experience in managing a team of people.

Desirable: Travel & Tourism Diploma
Relevant tourism experience
Diploma or a degree an added advantage

Technical Skills:
Proficient in Microsoft Excel, Microsoft word, Microsoft

Key Skills and Competencies
- Flexibility to work in various shifts
- Knowledge about US culture desirable
- Empathetic and Emotionally Intelligent
- Effective coaching and good communication skills
- Time management and strong analytical skills
- Meticulous attention to detail
- Ability to deal with demanding customers and escalations
- Energetic and motivating individual
- Teamwork
- Adaptable to changing business priorities
- Customer Excellence
- Developing Self and Others
- Attention to detail
- Attentive listening
- Strong Learning agility
- Conflict Management
- Decision making and sound judgement
- Ability to conduct team meetings
- High Level of professionalism

Person Profile

Strong customer focus
Self
- motivated and disciplined Ability to work under pressure Ability to communicate at all levels
Proven verbal, written and telephonic skills Organised and methodical

Team player
Must be a role model in the team
Self-motivation and the ability to motivate others High degree of flexibility
Culturally aware Resilient and pro-active

Job Context
- International travel may be
- Required to work on public
- Required to work night