Team Leader: Customer Support

HomeChoice is a leading omni-channel retailer, delighting our customers with an innovative range of curated products on personalised terms. Our Aim is to provide multiple, convenient and easy retail shopping experiences which guarantee our customers’ expectations are met and exceeded.

**Here’s what you can expect to be doing in the role**:
Key Performance Indicators:

- Ensure that an exceptional customer experience is consistently achieved
- Make sure that all operational and quality efficiencies are adhered to
- Ensure service level agreements are adhered to
- People management
- Reporting
- Project Management

Key Responsibilities:

- Ensure that the team achieves the agreed performance targets and that all customer queries are resolved effectively and efficiently within the set turnaround times
- Attend to all escalated matters from Agents or Customers, ensuring customer satisfaction is maintained
- Promote excellent customer service orientation within a team of Agents and across the wider business
- Continuously improve customer experience and service delivery statistics
- Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity.
- Drive the teams efficiency targets
- Establish and maintain productivity standards that are in line with business requirements
- Identify and escalate possible risks to the business as a result of procedural or system gaps
- Actively manage to escalate customer complaints and ensure a favorable resolution
- Ensure that the department's service level agreements are in place and are achieved
- Constantly engage with management regarding any challenges identified to mitigate through appropriate measures
- Provide accurate and detailed reporting
- Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
- Lead, guide, develop, and support your agents by identifying and conducting coaching and training to achieve performance standards
- Foster an environment that encourages and rewards innovation and challenges current methodologies
- Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
- Initiate and participate in motivational team and departmental activities
- Effective workforce planning ensures adequate resources are in place to meet departmental objectives by being actively involved in the talent acquisition process
- Identify and manage behavior in line with prescribed legislation and company policies and procedures
- Capture required data in order to ensure all systems are up to date and accurate
- Manage and track the team’s performance hourly, daily, weekly and monthly
- Provide accurate reports in line with the department's requirements
- Identify adverse variances and/or negative trends and proactively develop action plans to address this
- Provide operational feedback to the Management team by identifying trends through data analysis
- Participate in any projects as per the agreed KPA
- Assist with the implementation and optimization of projects and assignments

**A little about who you are**:
Qualifications & Experience:

- Grade 12 / NQF 4
- Minimum of 3 years experience as a Team Leader within a Contact Centre environment
- Minimum of 2 years retail experience
- Effective communication skills (verbal and written)
- Competent in MS Office packages, particularly MS Word, Excel and Outlook

Key Competencies:

- Communication & Influence
- Planning & Organising
- Digitally Minded
- Team Leadership
- Delivering Quality Results
- Digitally Minded
- Customer-Centricity
- Co-ordinator
- Leading Change
- Visionary
- Collaboration

Our Values:

- Keep innovating - we have the courage to contribute new ideas and turn those ideas into reality.
- Think like an entrepreneur - we treat the business like it's our own.
- Keep it real - we are mindful of the impact of our words and actions.
- Raise the bar - we strive to deliver excellence in everything that we do.