Call Centre Team Manager - South Africa
Work with an iconic international brand to lead, mentor and coach a team of Call Centre Agents to create and deliver amazing customer experiences. Support and motivate your team to ensure they’re on track to meet client goals. Handle customer escalations, contribute to creating a positive work environment. • Leading and managing a team of Call Centre Agents to achieve client SLA requirements • Continuously promote a performance-driven culture and always work towards reaching for amazing results • Be accountable for the performance of each agent reaching their daily targets and ensuring that professional relationships exist with customers • Ensuring that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems • Motivating team to achieve daily targets • Improve the key success metrics associated with goals including: o Customer Satisfaction Score o Service Level Goals o Quality Goals • Guiding, coaching, training and equipping agents with all competencies to reach meet performance and customer service objectives • Coordinate training on new or revised information relating to services, products or processes of projects • Ensuring all customer questions and complaints are resolved in a timely manner • Brainstorming with the team around issues or challenges that may hinder optimum performance and give recommendations to improve sales • Handle employee related issues. Monitoring attendance, punctuality and leave • Report on statistics, data, ratios, attrition and terminations • Suggest areas of improvement for systems, policies and processes used and propose solutions • Manage quality assurance • Assist with recruitment, HR admin, personal development and other areas that contribute to maintaining processes and the growth of the campaign Requirements • Matric • 1-2 years contact Centre Team Leader experience Competencies • Strong ability to motivate and guide a team • Strong ability to empathise with customer • Strong problem-solving skills • Consistently mentor and inspire others • Customer focused mindset • Understanding, interpreting, and manipulating data for reporting • Ability to resolve escalated customer issues Please send CV to leocallforce.co.za
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