Team Leader: Customer Service Centre

1 month ago

Cape Town, South Africa Ad Talent Africa Full time

One of  Africa’s largest supermarket retailer has a great opportunity for a Team Leader for their Customer Service Centre.

Purpose of the Job

You will be responsible for providing front line direction to the Customer Service Centre Agents and assist the Contact Centre Manager in handling the day-to-day operations of the team. You will also be accountable for leading the team to success through coaching, developing and inspiring them in all areas required to meet the company's standards.

Job Objectives

People Management

- Provide front line direction to Customer Service Centre Agents ensuring quality service is provided in each interaction

- Facilitate effective communication between team and management to ensure the best possible responses and complaint handling procedures are achieved

- Enforce operational guidelines and update all team documentation to ensure the team is aligned with the company’s customer care values and policies

- Maximise productivity through effective staff scheduling and management of absenteeism

- Ensure staff competence and provide support and regular feedback on performance

- Manage personal improvement plans for agents

Quality Management

- Conduct spot checks on CRM system to ensure accurate and complete information

- Monitor calls to improve quality, minimise errors and track employees performance

- Conduct advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries

- Provide communication and training to ensure Agents are fully informed of all new information related to products, procedures, customer needs and company related issues and changes or actions

Internal Communication

- Monitor and ensure service level, productivity and performance metrics are met for the team. Track and report progress to management on both positive and negative trends

- Clearly communicate complex issues to senior management in order to gather information to assist in handling such matters efficiently and effectively and report back or alert on issues that needs to be brought to management’s attention

- Liaise with internal operational and other stakeholders to gather information about issues raised with the Customer Service Centre for further discussion with management in order to facilitate swift resolution of customer complaints

Customer Service

- Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution

- Recognise and identify operational issues or gaps that may have a negative impact on the customer experience or operational efficiency

- Identify opportunities to enable automated tools and applications for Customer self-service

- Demonstrate ability to critically evaluate a customer care incident to quickly formulate an understanding of its nature and the best way of resolving it

- Meet customer expectations and maintain quality customer service principles

Reporting

- Provide reports on people management covering disciplinary, performance, coaching and development

- Report daily/weekly/monthly on any reputational risk issues, interactions, trends and opportunities

- Report complaint trends to management so that corrective action can be taken in the business

- Compile formal report on ad hoc large issues dealt with to keep management up to date

Qualifications

  • Grade 12 or equivalent Business degree or diploma related to the retail industry or the call centre industry.

Experience

  • More than 5 years experience in the retail customer service environment e.g (FMCG, Retailers, etc)
  • More than 5 years experience as a Call Centre Team Leader with a minimum of 5 -7 team members
  • Demonstrated progression of responsibilities (from agent to Team lead)

Must be able to demonstrate a solid track record of:

- Managing personal performance by identifying problem areas, implementing a personal improvement plan and incrementally improving performance

- Coaching and developing agents to meet their KPIs

- Managing agent and department level KPIs and implementing solutions where targets were not being met

Knowledge and Skills

  • A good understanding of world-class customer service principles
  • Working knowledge and understanding of the Consumer Protection Act
  • Exposure to SAP Cloud4Customer or CRM will be
  • E-product knowledge (Virtual coupons, vouchers, airtime etc)
  • Telephony Systems (Cisco)
  • Written communication skills
  • Verbal communication skills
  • Analytical and critical thinking
  • Call centre management

 

  • Customer Service Team Leader

    3 weeks ago

    Cape Town, Western Cape, South Africa Telebest Full time

    Our client has an opportunity available for a Customer Service Team Leader.Requirements:Degree in Consumer behaviour, Communications, Business or equivalent – beneficial.2+ years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - essential.Experience within the...

  • Customer Service Team Leader

    1 month ago

    Cape Town, South Africa Telebest Full time

    Our client has an opportunity available for a Customer Service Team Leader.Requirements: Degree in Consumer behaviour, Communications, Business or equivalent – beneficial.2+ years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - essential.Experience within the...

  • Customer Service Team Leader

    3 weeks ago

    Cape Town, Western Cape, South Africa Tzurtech Full time

    I am looking for experience Customer Service Team Leaders with UK call centre experience. Previous Team Leader experience of at least 3+ years in a customer service environment UK energy sector experience a plus Ensure that the team meets and exceeds client SLA's A Player mindset with great leadership skills(coach, support the team) Ensure levels of quality...

  • Customer Service Team Leader

    1 month ago

    Cape Town, South Africa CallForce Full time

    Customer Care Team LeaderCallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as a consultant and be part of a thriving team with many career development opportunities.Responsibilities • To guide and support team members • Driving operational and...

  • Customer Service Team Leader

    3 weeks ago

    Cape Town, Western Cape, South Africa CallForce Full time

    Customer Care Team LeaderCallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as a consultant and be part of a thriving team with many career development opportunities.Responsibilities To guide and support team members Driving operational and...

  • Cards Customer Service Team Leader

    3 weeks ago

    Cape Town, Western Cape, South Africa Telebest Full time

    Our client has an opportunity available for a Cards Customer Service Team Leader.Requirements:12+ months of recent tenure at the company in a Customer Service role.Understanding of the customer service environment.Understanding of systems including Vision Plus, Avaya, Alchemy and CSM- essential.MatricLeadership experience or exposure would be advantageous....

  • Cards Customer Service Team Leader

    1 month ago

    Cape Town, South Africa Telebest Full time

    Our client has an opportunity available for a Cards Customer Service Team Leader.Requirements:12+ months of recent tenure at the company in a Customer Service role.Understanding of the customer service environment.Understanding of systems including Vision Plus, Avaya, Alchemy and CSM- essential.MatricLeadership experience or exposure would be...

  • Customer Support Team Leader

    4 weeks ago

    Cape Town, South Africa SA Commercial Full time

    **Customer Support** **Team Leader** We are looking for **professional, high-performance leaders** with sound leadership and problem-solving skills, to lead a team of agents to create a customer centric, high-performance culture through, effective management of people, metrics and projects, with the objective of generating and the retention of business and...

  • Team Leader International Contact Centre

    1 week ago

    Cape Town, South Africa amplify5 Full time

    Attention all Leaders and Trailblazers! Are you ready to embark on an exhilarating journey with amplify5? As we take on new and exciting partnerships, we are seeking vibrant, experienced, and passionate Leaders to join our Team. At amplify5, we're not just building a workplace - we're creating a vibrant, high-performing centre with a culture that's...

  • Team Leader

    2 weeks ago

    Cape Town, South Africa amplify5 Full time

    **amplify5 continue to grow!** We are launching new partnerships here at amplify5, and to ensure we set this up for success we are looking for experienced, engaging, fun and dedicated Team Leaders. Are you a leader who is proactive, wanting to take ownership of the team, being responsible for developing their performance and acting as the main point of...

  • Customer Service Team Leader

    3 weeks ago

    Cape Town, Western Cape, South Africa Dynamic Outsourced Solutions Full time

    Job Purpose: To oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Customer Service Advisors.1.Skills & Competency Requirements Grade 12/NQF4Proficient in at least 3 of the South African Languages including IsiXhosa.3 years' experience as a Team Leader/ Supervisor Intermediate Computer SkillsTeam management...

  • Customer Service Team Leader

    3 weeks ago

    Cape Town, Western Cape, South Africa Dynamic Outsourced Solutions Full time

    Job Purpose: To oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Customer Service Advisors. 1. Skills & Competency Requirements Grade 12/NQF4 Proficient in at least 3 of the South African Languages including IsiXhosa. 3 years' experience as a Team Leader/ Supervisor Intermediate Computer Skills Team...

  • Team Leader International Contact Centre

    3 weeks ago

    Cape Town, Western Cape, South Africa amplify5 Full time

    Attention all Leaders and TrailblazersAre you ready to embark on an exhilarating journey with amplify5?As we take on new and exciting partnerships, we are seeking vibrant, experienced, and passionate Leaders to join our Team.At amplify5, we're not just building a workplace - we're creating a vibrant, high-performing centre with a culture that's centred...

  • Team Leader: Agents

    3 weeks ago

    Cape Town, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Team Leader: Sales Contact Centre

    3 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job DescriptionRole PurposeThis role is ideal for a talented, motivated and dynamic Sales Call Centre Team Leader / Assistant Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Inbound Sales and Service Centric Agents to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in an...

  • Customer Services Call Centre Manager

    4 weeks ago

    Cape Town, South Africa BNP Paribas Full time

    CUSTOMER SERVICES CALL CENTRE MANAGER (JOB NUMBER: CCS MANAGER 150523) **Main purpose** Managing the Customer Services Contact Centre by ensuring that it has the required people, processes and technologies to consistently deliver against customer and business expectations. **Key Responsibilities**: - Managing the daily running of the call centre,...

  • Customer Care Team Leader

    3 weeks ago

    Cape Town, South Africa CallForce Direct Full time

    **Customer Care Team Leader** CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as a consultant and be part of a thriving team with many career development opportunities. **Responsibilities** - To guide and support team members - Driving...

  • Team Leader

    3 weeks ago

    Cape Town, South Africa Afrizan People Intelligence Full time

    The purpose of this role is to ensure the day to day management of a team of agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations. - **1. People Management**_ - Coaches the team in order to ensure quality of delivery meets the appropriate standard - Measures and manages the team to ensure...

  • Customer Service Team Leader Superbalist

    3 weeks ago

    Cape Town, Western Cape, South Africa takealot Full time

    Customer Service Team LeaderWe are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won't be bored as long as you are prepared for a...

  • Customer Services Call Centre Manager

    4 weeks ago

    Cape Town, South Africa BNP Paribas Full time

    **Main purpose** Managing the Customer Services Contact Centre by ensuring that it has the required people, processes and technologies to consistently deliver against customer and business expectations. **Key Responsibilities**: - Managing the daily running of the call centre, including effective execution of the resource plan - Setting/meeting performance...