Call Centre Team Leader

2 weeks ago
Cape Town, South Africa Cartrack Pty Full-time

Introduction

Picup, our system integration partner that specialises in last-mile delivery and online management software seeks a Customer Care Team Lead in Cape Town.

Duties & Responsibilities

We have a great opportunity for a seasoned Team Leader to join our Delivery Team department You would be required to manage the day-to-day operation of the call centre and manage a team of 15 Delivery Support Agents. Experience in a BPO envirnoment would be advantageous.

Key Responsibilities:

  • Performance/ KPI Management
  • Set targets
  • Time Keeping
  • Monitor Calls
  • Coaching
  • QA
  • Handle escalations
  • Application of IR policies and procedures
  • Achieve desirable monthly targets
  • Provide on the job training
  • Generate reports daily, weekly and monthly
 

Desired Experience & Qualification

  • At least 3 years Call Centre Team Leader experience
  • Logistic Call Centre experience (Advantageous) 
  • Intermediate Excel Skills
  • People management skills’
  • Leadership skills

 

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