Team Leader

2 days ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time
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Job Title: Team Leader - Operations
Role Overview

We're on the hunt for a Customer Service Team Leader with a solid background in customer service management or team leadership, ideally within an international market. The role is for the greatest cat food brand in the UK so it is imperative that you are an animal lover. This role is designed for someone who can not only lead with empathy and efficiency but also understands the unique nuances and cultural aspects of serving a diverse UK clientele.

Key Experience
  • Performance Management
  • Coaching & Development
  • Data Analysis
  • Quality Assessment
Performance Management

To be considered for this role, you must demonstrate a solid understanding of the Basic Conditions of Employment, including experience managing teams through probation, performance reviews, reward systems, managing disciplinary processes and implementing Performance Improvement Plans (PiPs) is essential.

Coaching & Development

Evidence of using coaching methodologies to support continuous improvement in agent performance is required. This includes hands-on experience in developing individuals and teams through structured coaching and feedback demonstrating a practical approach to improving agent performance.

Quality Assessment

Experience reviewing large volumes of customer interactions and assessing them against established quality standards is essential. Providing constructive feedback while managing high workloads, all with attention to detail, is critical for success in this role.

Data Analysis

Experience with Excel or Google Sheets to an intermediate level is necessary. You should demonstrate how you've used data to identify trends, analyse performance, and turn insights into clear actions to improve team performance.

Qualifications
  • Minimum of 2 full years' experience in a management role, preferably within customer service or team leadership.
  • Calm, assertive, and able to be firm yet fair in all situations.
  • Progressive mindset, comfortable working with and leading people from diverse backgrounds.
  • Strong leadership abilities, capable of guiding teams through challenges while maintaining high standards.
  • Effective decision-maker, able to balance empathy with business objectives.

This role offers a unique opportunity for an experienced leader to make a meaningful impact on our customer experience in the UK, driving both team success and customer satisfaction.

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