BPO Customer Service Team Leader

1 month ago

Cape Town, South Africa CallForce Full time

At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Team Lead in Cape Town, South Africa you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. TTEC has proudly partnered with CallForce to support the launch of our newest global location. CallForce is supporting us by hiring and onboarding our inaugural classes of customer experience professionals. You'll want to get in on the ground floor as many of our early employees in other markets have seen expedited career growth with TTEC.

What You’ll be Doing
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry and gain direct management experience? In this role, you’ll support and motivate your team to make sure they’re on track to meet goals. You’ll work to answer associate’s questions, issues, and customer escalation while ensuring quality customer experience on every call as you’re the first line manager for your team.

You’ll report to the Operations Manager. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You’ll

  • Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
  • Bring your time management and organizational skills to manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team
  • Motivate and develop your team with your open, honest manner and high level of integrity in providing feedback and acknowledging a job well done

What You Bring to the Role

  • Grade 12
  • Continuously promote a performance-driven culture and always work towards reaching for amazing
  • Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
  • Consistently mentor and inspire others
  • Customer focused mindset
  • Computer savvy

What You Can Expect

  • Knowledgeable, encouraging, supporting and present leadership
  • Diverse and community minded organization
  • Career-growth and lots of learning opportunities for aspiring minds
  • And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you, including a basic salary of R 20 000, plus a R 2 000 medical aid contribution to a Discovery Health plan of your choice and other benefits including provident fund and life cover

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