Customer Service Team Leader - Cape Town Region
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 operational and technological efficiencies within the team • Handling difficult customer complaints or enquiries • Drive quality control and ensure corrective action are taken where required • Analyse performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken. • Forecasting capacity against plan on a weekly/monthly basis • Ensure adherence to the operational policies and procedures • Participating in the recruitment and selection of staff • Monitor performance on regular basis and provide constructive feedback • Pro-actively encourage high performance at all times • Ensure all staff issues are dealt with appropriately and within a timely fashion • Ensure all daily, weekly and monthly workloads are completed • Motivating, developing and retaining staff • Identifying staff training needs and planning of training sessions • Adhering to all HR policies and procedures • Monitor performance on regular basis and provide constructive feedback Requirements • Min 2 years customer service team leader experience • Strong sales ability & ability to handle client objections • Proven track record of meeting targets • Excellent communication skills in English & 1 other language • Background in telecommunications will be an advantage • Clear criminal records • Strong analytical and problem-solving skills. • Able to work in a fast paced environment Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
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