Call Centre Team Leader

Company Description

Peermont prides itself on offering our guests exceptional customer service and value for money. We always strive to employ and develop individuals that share our values of Respect and Humility, Integrity, Collaboration, Accountability, Innovation and Agility.

As part of this we endeavour to provide opportunities to our employees to develop their careers within the Peermont Group and are therefore proud to offer another career development opportunity for the position mentioned above.

Job Description
- Updated SOP manual
- Manage the Leave Planner - ensure it is accurate and updated regularly.
- Review & investigate KABA Exceptions. Ensure KABA is up to date with daily staff changes. Month end KABA reports.
- Ensure the monthly roster is complete 1 week prior to month end.
- Submit Capex Recommendations to HOD
- Conduct performance appraisals
- Supervising, training & guiding employees to perform their duties and taking corrective action, as needed.
- Organise and direct the day-to-day activities and workflows. Ensuring rosters are being followed
- Answering Employee’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by employees.
- Ensure employees understand their duties or delegated tasks.
- Motivate employees to provide excellent service to guests.
- Be observant and detail-oriented and possess an understanding of all unit offerings and services, and the issues employees are facing on the floor.
- Leading monthly team meetings
- All equipment is working accurately including the TV’s mounted on the wall logging the necessary jobs.
- Take part in disciplinary hearings in terms of designated responsibilities.
- Month end spreadsheets are completed by the final day of the month
- Month end departmental telephone cost schedules are printed and sent to the relative departments to review.
- Ensure all callouts are logged as per procedure with the correct reference number.
- Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. Assist management as they determine call center goals.
- Monthly reports with insights and identifying trends.
- Manage disputes showing understanding, respect, diplomacy in a professional manner
- Troubleshoot significant customer service problems
- Have a deep knowledge of all Peermont units.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Maintain professional relationships with guests through ongoing excellent customer service
- Build sustainable relationships and engage guests by going the extra mile
- Maintains communication equipment by reporting problems.
- Maintains and improves quality results by adhering to standards and guidelines,
- recommending improved procedures.
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
- Anything which falls within the ambit of the Peermont Assist Call Centre and Central Reservations department but not listed above
- Ensure daily Customer Care system is monitored and guest comments are addressed
- Resolve complaints received and contact guests when required
- Maintaining database (DinePlan, Mitel, OMNI, Opera, Sabre)

Qualifications
- Matric or similar
- 3 years plus experience in Management of Call Centres****:

- Computer Literacy
- Telephone Etiquette
- Excellent communication, interpersonal, and customer service skills including good speaking skills and good listening abilities.
- Clear and Effective Communication
- Patience & Positive Attitude
- Comprehensive knowledge of all Peermont units and it’s properties and offerings.
- Excellent communication to HOD

Additional Information

The role offers a competitive market related salary package and includes several employee benefits.