Product Specialist Team Leader

**ROLE SUMMARY**

The Team Leader is required to oversee the call centre and manage the day-to-day operations and takes responsibility for the ongoing support of the operations to ensure sustained and profitable growth throughout the contractual lifecycle.

The Team Leader will be responsible for managing a team of agents’ delivery on targets and identifying areas of improvement within the daily operations to improve efficiencies. It will also be expected that the incumbent coordinates all the Call Centre strategies and operations, improving systems and processes. They will be held accountable for all the Call Centre service level criteria and to ensure effective operations. In addition, they must ensure ongoing optimization of staff performance, workflows, workforce planning, and employee engagement.

Manage and support the sales force to ensure sustainable growth of the business brand. Align with company's objectives, and ensure sales targets are met.

**QUALIFICATIONS**
- Minimum: Grade 12 or equivalent NQF level 4
- Preferred: Customer Service or Call Centre Qualification
- Advantageous: Finance accreditation
- Good understanding of automotive industry sales, after-sales and financial products

**EXPERIENCE**
- 2 years of work experience in a supervisory role with sales background
- 3-5 years retail experience preferrably in automotive industry

RESPONSIBILITIES
- Ensure to always meet all deadlines set.
- Ensure that the Quality Management recommendations are implemented.
- Maintain 80% service level agreement and maximum 5% abandoned rate on all Inbound telephone lines.
- Ensure that sufficient staff are on duty and arrange for additional staff, as and when required.
- Test all phones and systems to ensure it works properly before and after shifts.
- Escalate any problems to Management or the IT department to resolve.
- Attending meetings when and where necessary.
- Continuously monitor that the appropriate assistance is being rendered timeously.
- Monitor staff productivity continuously and ensure that there is enough staff on the floor to deal with all the call volumes and manage staff breaks around the daily requirements of the call centre.
- Provide support to agents, product information, and problem-solving support when required.
- Provide advice and guidance when required between the BDC and MBFS teams
- Upskill BDC team’s product knowledge & monitor performance
- Ensures continuous training and upskilling on new products and changes
- Maintains relevant material re changes and ensure accessibility for all staff members
- Review and constantly improve processes to align with Mercedes Benz requirements
- Oversee user acceptance training and support for all new staff members
- Oversee follow up with all online and other customers are done timeously and efficiently through thorough management principles
- Liaise and interface with dealerships and other stakeholders, to ensure a seamless and efficient experience for the client throughout the sales process.
- Ensure alignment with MBFS & MBFS F&I specialist throughout the journey
- Ongoing performance evaluation of staff and monthly performance discussions with all staff to ensure that staff performs at the minimum required level as set out by the Supervisor.
- Solving staff and client queries.
- Summarize all complaints and send them to the Complaints Agent to provide formal feedback to the client.
- Create an environment that fosters team work and cooperation amongst team members.

**COMPETENCIES**
- **Documenting Facts**: Communicates well in writing, readily understands the logic behind an argument, and will ensure that all the relevant facts are taken into consideration.
- **Empowering Individuals**: Empowering others by motivating, inspiring, and encouraging them.
- **Resolving Conflict**: Is comfortable calming upset people; handles angry individuals well; is focused on resolving conflict and arguments.
- **Providing Insights**: Very quick at getting to the core of a problem. Will improve things and find ways to improve. Likely to trust own intuition.
- **Understanding People**: Good at listening and understanding how others are feeling and why people behave as they do. Is attentive and understands what motivates others.
- **Articulating Information**: Presentation oriented, good at explaining things, and confident when meeting new people.
- **Showing Composure**: Remains calm and does not get anxious before or during important events. Works well under pressure.
- **Making Decisions**: Comfortable making quick decisions, prepared to make big decisions, and taking responsibility. Holds definite opinions on most issues and rarely changes their minds.
- **Directing People**: Very likely to take the lead, take control of things, and coordinate people.
- **Taking Action**: Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.

Ability to Commute:

- Craighall Park, Gauteng (required)