Customer Services Team Lead - Brackenfell
We are seeking a dynamic Customer Service Team Leaders to join our team and make a significant impact In this role, you will manage team performance, excel in managing KPIs, ensure service level excellence, oversee tenured agents, address behavioral challenges, and maintain accurate documentation. Responsibilities: You will be shifted from Monday - Sunday between 8am and 8pmLead a team of customer service agents, providing guidance, coaching, and support to drive performance and exceed targetsUtilize your expertise in managing KPIs to set clear performance expectations, monitor progress, and implement strategies for improvementEnsure service level excellence by effectively managing call volumes, response times, and customer satisfactionMentor and develop tenured agents, fostering a positive work environment and helping them achieve their full potentialAddress and rectify bad habits and poor behavior promptly and professionally, using appropriate disciplinary measures when necessaryTrack and document discussions with team members, including performance reviews, coaching sessions, and disciplinary actions Requirements: Proven experience in managing customer service performance and achieving KPIsStrong knowledge of service level management principles and best practicesAbility to effectively lead and manage tenured agents, providing guidance and support to maintain high performance levelsExcellent communication and interpersonal skills to address behavioral challenges and enforce company policiesDetail-oriented with strong organizational skills to track and document discussions accuratelyAbility to thrive in a fast-paced and dynamic environment while managing multiple prioritiesStrong problem-solving skills to identify areas for improvement and implement appropriate solutionsProficiency in using customer service software, ticketing systems, and reporting tools https://protool.gumtree.co.za/external-link-browser.html?urlaHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xMjI2MjM2NDY/c291cmNlPWd1bXRyZWU&jid1616203&xid122623646
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