Customer Service Team Leader
3 days ago
Description
RESPONSIBILITIES:
Drive the operational agenda by providing daily direction and communication to Agents to ensure that daily and weekly targets are met
Provide appropriate direction and dispute resolution for workplace problems
Maintain service levels, key performance indicators and performance management
Communicate & report accurate performance metrics to the respective department manager
Always promote 'Best Practice'
Undertake required administration
Monitoring of Agents through call listening and verifying of valid transfers.
Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards
Respond appropriately to discipline issues and maintain behaviour.
Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrit
Requirements
REQUIREMENTS:
- Grade 12 or NQF level 4 equivalent
- Literate in Microsoft Excel, PowerPoint, and Word
- Hands on experience with MS Office and MS Excel
- Attention to detail
- Excellent interpersonal skills
Work Level
Skilled
Job Type
Permanent
Salary
Market Related
EE Position
No
Location
Durban
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