English Customer Service Team Leader

Odity Cape Town is looking to grow its team

Operational times: Mon to Sun,10am to 5pm UK Time zone

**WHO ARE WE?**

At Odity, we are experts in customer relations. We help brands that trust us to take care of their most valuable asset: their customers.

We are a multicultural team of 1,500 employees based at 10 offices located around the world: New York, London, Brussels, Paris, Milan, Antananarivo, Cape Town, Hong Kong, Shanghai, and Tokyo.

Today we work in synergy with more than 350 brands as close as possible to their customers in the luxury, lifestyle, fashion, automotive, insurance, banking, and media sectors.

Our mission: to transform every interaction with the customer into an opportunity to create value and cultivate the uniqueness of the brand.

In concrete terms, we manage the omnichannel relationship across all of the brand's touchpoints (pre-sales, sales and after-sales) on the customer's preferred channel and language of communication.

Our Brand Ambassadors respond to the daily requests of customers by providing a dimension of listening, empathy, proximity, and advice.

**JOB DESCRIPTION**

Odity Cape Town is currently looking for an essential profile: a Team Leader to monitor & improve the quality of our interactions with brands that place their trust in us.

As a Team Leader, you will assume overall responsibility for Team success by agreeing, implementing, and monitoring individual and Team objectives and targets whilst ensuring company policies and procedures are adhered to. The Team Leader will also ensure that operation runs smoothly and at an optimum level (i.e., uninterrupted and maximize up-time and productivity).

**I am intrigued. What would I be required to do concretely?**

Under the management of the Business Manager, your primary responsibilities will be:
**Human Resource Management**
- Adhere to HR policies and procedures, i.e., absence, disciplinary and recruitment.
- Assist with the second phase in the recruitment process i.e., interviewing applicants for the campaign ensuring that the correct applicants are hired.
- Ensure that performance appraisals are conducted on a regular basis.

**Training**
- Product changes or new products to all direct reports
- Refresher training on products and soft skills
- Identify training requirements on a regular basis within the Team and communicate to the Business Manager.

**Quality/Quantity Management**
- The Team Leader is responsible for ensuring that only the best Quality of Service is delivered to our clients and client’s customers.
- Compliment QA efforts by conducting QA of team/individual consultants as required.
- Assess quality adherence and compliance by using set, standard QA procedures.
- Monitoring random transactions to improve quality, minimize errors, and track operative performance.
- Recording statistics, user rates and the performance levels of the staff and preparing reports.
- QA (Quality Assurance)
- follow up on QA report and feedback on consultants’ QA development with the Business Manager.

**Performance Management**
- Set and monitor performance targets for the Team together with the Business Manager and in line with the client and company expectations.
- Capture performance statistics for the team at the required intervals.
- Weekly evaluations are all to be completed accurately and on time and in person.
- Provide each consultant with valuable and constructive feedback every week, and daily, if required.
- Initiate and facilitate the relevant coaching or disciplinary intervention when necessary.
- Evaluate at least 3 transactions per Ambassador per week and provide feedback to the Business Manager and Ambassador on quality, technique, and manner, and highlight ways to improve it.
- Perform regular coaching and development of consultants (e.g., performance, skills, conduct).
- Monitor transaction flow and productivity closely and manage exceptions efficiently and effectively, i.e., adherence to schedule (start time, breaks), review shifts, and scheduling of team when required.
- Conduct employee counselling and disciplinary processes (e.g., Poor Performance, Absenteeism) when required with the aim of correcting behavior and improving performance.
- Administer and conduct incentive flag.

**Workforce Management**
- Scheduling shifts of team members.
- Break and Lunch scheduling and monitoring.
- Absence maintenance to manage SLA.

**Reporting, Liaising, and communicating.**
- Quality and standard of reporting - in the correct format, absolute accuracy, and relevance of report.
- Strict adherence to clients processes
- Reports to be analysed, not just compiled, in order to identify areas that need attention.
- Reports are to be completed on time; this is measured by the actual completion vs. deadline.
- Escalate any daily complaints, queries, or requests from customers to the Client or to the Business Manager with a solution or recommendations.
- Compile daily, weekly, and monthly reports as required (interna