Customer Support Team Leader Opportunity

Remuneration:	Market related
Location:	Cape Town, Southern Suburbs
Job level:	Junior/Mid
Type:	Permanent
Reference:	#FIC102_201506180913

 

Job description

Revenue and efficiency

• Ensure that the team and the agent’s key performance targets are met in line with business requirements

 

• Ensure team and agent’s quality standards are met and that a high standard of quality is achieved and maintained

 

• Set and maintain production standards and targets in line with departmental requirements

 

• Meet team efficiency targets as per KPA requirements for department

People management

• Identify training needs and ensure adequate and on-going training and coaching and development of staff takes place

 

• Foster an environment that encourages and rewards innovation and challenges current methodologies with a view to improve operational efficiencies across the business

 

• Manage, track and improve team’s absenteeism in line with required targets and company processes ensuring that consistency is applied

 

• Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve culture in the department

 

• Conduct regular performance management reviews in line with department and company policies and procedures

 

• Identify and manage behaviour in line with prescribed legislation and company policies and procedures

 

• Assist in the recruitment process by conducting interviews on short-listed candidates

Customer service

• Attend to all escalated matters from agents or customers, ensuring customer satisfaction is maintained

 

• Promote excellent customer service orientation within team of agents and across the wider business

 

• Improve customer experience and service delivery statistics

Motivation

• Initiate and participate in motivational team and departmental activities

 

• Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents

 

• Complete motivational tasks within the required timeframes

 

• Quality controlMonitor calls and provide relevant feedback for improvement

 

• Conduct regular coaching in order to improve quality of service delivery

 

• Take appropriate action when quality standards are not met or upheld

Administration and reporting

• Capture required data in order to ensure all systems are up to date and accurate

 

• Provide weekly and monthly reports in line with departmental requirements

 

• Prepare monthly presentations to the management team, providing operational feedback and reporting

 

• Ensure all documents are completed, signed and approved within the required timeframes

Projects /other

• Participate in any projects as per the individual agreed KPA document for operational area

 

• Represent the company at disciplinary enquiries and act as witness at CCMA when required

 

Requirements

Qualifications and accreditations

• Grade 12/Matric or equivalent

Experience and skills

• One year customer service contact centre experience

 

• One year leadership/supervisory experience

 

• Computer literate

Attribute and behaviours

• Energetic with a positive attitude

 

• Strong motivational and leadership abilities

 

• Ability to work independently as well as within a team

 

• Excellent communication skills

 

• Excellent planning and organisational skills

 

• Good analytical ability and attention to detail

 

• Resilient and change orientated

Posted on 18 Jun 09:38