Team Leader: Member Experience Specialist

iMasFinance

Western Cape
Permanent
Full-time

12 days ago

Job Purpose:To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach, and motivate a team of Contact Centre agents to deliver departmental KPI's, targets and objectives.Job Outputs:

Design, implement and manage the query and dispute resolution processes.
Evaluates and manages queries or disputes that require a more senior evaluation.
Reports on agent, workforce, and quality performance
Managing the agents and workforce requirements
Training agents where required.
Setting process and quality standards
Evaluating service delivery against these standards
Engaging with other business units where necessary to assist with great service delivery.

Qualifications:

Grade 12 with Mathematics and Accounting
Call Centre qualification is an advantage.
Credit Management or Debt Collection qualification is an advantage.

Experience:

3 years' Operational Retention in Financing/Banking environment
3 years' Operational Service & administrative support
2 Years Operational contact centre enviroment

Knowledge and Skills:

Listening skills
Communication skills
Multi-lingual including English
Excellent communication skills
Assertiveness and negotiation skills
Code 8 drivers' license
Computer literate (MS office & Excel)
Sound knowledge of the applicable debt collection and legal proceed.

iMasFinance

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