Team Leader
2 weeks ago
A great opportunity for Customer Services Team Leaders to join growing BPO.
**Responsibilities**
Coaching and mentoring of the team.
Team administration - Active involvement with employee life cycle including conducting probation reviews, Back To Work interviews, leave approval etc
Teamwork planning and priority setting: Monitor real-time BI reports of the QA team.
Manage the workload within the team.
Team operational performance, monitoring and reporting: Accurate interpretation and reporting of team KPIs.
Development/coaching of technical skills; facilitation of other relevant external interventions; facilitating knowledge sharing.
People processes including misconduct and incapacity management
**Minimum Requirements**:
Minimum 24 months Customer Services Team Leader in a BPO.
NPS/ CSAT Customer experience measured environment.
Strong Customer focus.
Strong Coaching skills
Ability to work US and UK hours.
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- What was your pass mark for English at Matric?
- Are you able to work UK or US hours?
- Do you have experience dealing with CSAT and NPS metrics?
- Do you manage misconduct and Incapacity issues in your current role?
**Education**:
- High School (matric) (preferred)
**Experience**:
- Team Leader Customer Service Experience in a BPO: 2 years (required)
Shift availability:
- Night Shift (required)
- Day Shift (required)
Willingness to travel:
- 100% (required)
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