Customer Care Team Leader

4 days ago

Cape Town, South Africa CallForce Direct Full time

**Customer Care Team Leader**

CallForce is an award-winning BPO service provider delivering innovative and customised
contact centre solutions from South Africa to the global market. Join us as a consultant and
be part of a thriving team with many career development opportunities.

**Responsibilities**
- To guide and support team members
- Driving operational and technological efficiencies within the team
- Handling difficult customer complaints or enquiries
- Drive quality control and ensure corrective action are taken where required
- Analyse performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
- Forecasting capacity against plan on a weekly/monthly basis
- Ensure adherence to the operational policies and procedures
- Participating in the recruitment and selection of staff
- Monitor performance on regular basis and provide constructive feedback
- Pro-actively encourage high performance at all times
- Ensure all staff issues are dealt with appropriately and within a timely fashion
- Ensure all daily, weekly and monthly workloads are completed
- Motivating, developing and retaining staff
- Identifying staff training needs and planning of training sessions
- Adhering to all HR policies and procedures
- Monitor performance on regular basis and provide constructive feedback

**Requirements**:

- Min 2+ years customer service team leader experience
- Strong sales ability & ability to handle client objections
- Proven track record of meeting targets
- Excellent communication skills in English & 1 other language
- Background in telecommunications will be an advantage
- Clear criminal records
- Strong analytical and problem-solving skills.
- Able to work in a fast-paced environment

Should you not hear from us within 14 days of applying, kindly consider your

**Salary**: R15,000.00 per month

**Education**:

- High school or equivalent (required)

**Experience**:

- Team management: 2 years (required)
- Sales: 3 years (required)

**Language**:

- English and Other languages (required)

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