Call Centre Team Leader

3 days ago

Midrand, South Africa Shared Mobility Africa Full time

**About Shared Mobility Africa**:
Mobify Tracker, a dynamic division of Shared Mobility Africa, is currently seeking passionate and results-driven Call Centre Team Leader to join our rapidly growing team. If you are enthusiastic about managing and leading a team of customer service representatives to ensure exceptional customer service experience, we want to hear from you

The Team Leader will play a key role in achieving operational goals, fostering a positive work environment, and driving continuous improvement.

**Responsibilities**:

- Lead and motivate a team of customer service representatives to achieve performance targets.
- Conduct regular team meetings to communicate goals, expectations, and updates.
- Provide guidance and support to team members, addressing concerns and promoting a positive work culture.
- Monitor and evaluate team performance against key performance indicators (KPIs).
- Implement performance improvement plans as needed and recognize and reward outstanding performance.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Identify training needs and coordinate with the training department to ensure team members are equipped with necessary skills.
- Provide ongoing coaching and mentorship to enhance individual and team performance.
- Foster a culture of continuous learning and development within the team.
- Analyze call data and other relevant metrics to identify areas for improvement and implement corrective actions.
- Collaborate with other departments to address and resolve escalated customer issues.
- Serve as a liaison between the team and upper management, conveying relevant information and updates.
- Foster open communication channels within the team, encouraging feedback and suggestions.
- Prepare and deliver regular reports on team performance and key metrics.
- Conduct regular audits of customer interactions and provide feedback for improvement.
- Collaborate with the quality assurance team to address and resolve quality-related issues.

**Qualifications and Experience**
- Diploma/ Bachelor's degree in Call Centre, Communication, or a related field
- 2+ years proven experience in a call center team leader role
- 5+ years proven experience in a call center environment.
- Previous experience in a leadership or supervisory role.
- Strong communication and interpersonal skills.
- Excellent problem-solving and decision-making abilities.
- Proficiency in using call center software and customer relationship management (CRM) tools.
- Ability to work flexible hours and adapt to changing priorities.

**Competencies**:

- Strong Leadership skills
- Team Building
- Excellent communication and interpersonal skills
- Attention to detail and problem-solving skills.
- Time Management
- Customer Focus
- Adaptability
- Conflict Resolution

**Salary**: Up to R10 000,00 per month

**Education**:

- Diploma (required)

**Experience**:

- Call Centre Environment: 5 years (required)
- supervisory role: 2 years (required)
- Call Centre Team Leader: 3 years (required)

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