Call Centre Team Leader

  • Johannesburg, Gauteng
  • R9,500 per month
  • Permanent
  • Full-time
  • 2 months ago
Our client based in Morningside Johannesburg is looking for a dynamic Cell Centre Team Leader to join their fast-growing company

The company is one of the fastest growing start-ups worldwide, with millions of contently satisfied customers in over thirty countries! The organisation operates in Europe, Mexico and Africa. The widely established organisation is defining the future of transport!

The position does require you to work shifts

The objective of the position:
Set Customer Support Specialists up for success. Making it easy for them to provide the best possible support to clients

Actively contribute to reaching operational CS KPIs through various projects and relationships with other teams and departments

Duties and Responsibilities:
Customer Service operations and workflow management

Team Leader needs to be aware of and know how to work with all tools and possible data sources

Team Leader needs to be fluent in all SSA CS processes

Team Leader needs to be able to provide Customer Service processes knowledge in an easy and fast way to Customer Support Specialists in order to ensure smooth and high-quality service

Create a safe and productive work environment for Customer Support Specialists

Help to achieve optimal performance from Customer Support Specialists by analysing knowledge gaps and requesting or organising training / guidance for improvement

Communicate to relevant Senior Team Lead, if Customer Support Specialists are not performing as expected

Monitor or make needed adjustments to resource allocation throughout the day, week and month

Lead by example and promote the company's values among the Customer Support Specialists and beyond

Complete Customer Support Specialist tasks with timely and high-quality manner

Personal Attributes:
Injection of motivation

Consistency

Transparent Communication

Approachability and Availability

Innovative and Inspirational

Effective Coaching and mentoring

Confident and Knowledgeable

Self-discipline with a knack of timorous delivery

Knowledge and Skills:
Scheduling

Reporting and data analysis

Report writing

Previous project management experience

English written and spoken communication skills

2 years' previous support or call center experience is essential

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201689 subject heading or email body .

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.
  • Number of vacancies: 10
Requirements * Minumun level of education: Certificate
  • Availability for travel: No
  • Availability for change of residence: No

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