We are currently looking for CIC Team Leader to coordinate, manage and control the activities of the Inbound/Outbound team to maintain and enhance customer satisfaction through First Contact Resolution and effective Case Management to meet organizational and operational objectives. Ensure that the highest standard of customer service is met through an efficient and effective working team in the most cost – effective manner. Implement and report on measures around efficiency, effectiveness and customer satisfaction. Ensure staff are equipped and multi-skilled to enhance customer experience through First Contact Resolution Call handling quality, including taking ownership of queries, dialogue skills. Understand the importance of processes and procedures in end-to-end processing, risk management and workflow and ensure the team's adherence to these requirements. Evaluate customer delight levels through Quality Assurance evaluations as well as Satisfaction Survey analytics, to ensure that the consultants take appropriate remedial actions to maximize customer satisfaction. Develop strategies for the improvement of service levels and escalation measures with key stakeholders, customers and internal departments to provide feedback through report analysis of customer concerns, trends and make recommendations for preventative measures and/or product development to ensure service standards are consistently being achieved. Be aware of the latest developments in technology and how this applies to upgrades of current technology and new technology that should be considered by the business for implementation or integration in the CIC or broader business. Support Work Force planning to Anticipate peaks and troughs in resource demands. Ensure processes are documented and updated regularly. Identify material and data that can be published as a knowledge base which will inform Specialists to better handle customer interactions to reduce any potential risks. Continuously manage resource capacity to ensure workload balancing and maximize productivity to improve efficiency and effectiveness in the department. Monitor adherence to processes, procedures and service level agreements (SLAs) Take appropriate action to improve performance of team based on statistics/data analysis. People and Expectations Manage people development initiatives and processes such as performance management, succession planning and talent management to meet functional performance standards. Assess team development needs and close gaps through coaching, training and creating a pro-learning environment. Ensure consultants are trained on a regular basis on products, services and processes to mitigate any business liability. Ensure the team performance through effective management within policies and procedures to ensure achievement of standards/objectives. Ensure that recruitment, selection and training of new staff, relating to turnover and growth, is carried out on time and in accordance with the recruitment and training plan. Perform side by side coaching with the team to develop their skills and stay relevant for their role. Ensure team monitor adherence to processes and procedures, review and agree recommendations on performance improvements, enhancements, streamlining and redesigning of processes. Tertiary qualification (Diploma) A minimum of 5 years of relevant commercial or corporate work experience (in the FMCG industry would be an advantage) and 1 - 2 years' experience as a Team Leader and/or Supervisor. Experience in a service and/or sales-oriented call/contact centre is a necessity. Thorough understanding of service level agreements and negotiation with business partners, CIC Ops support and other suppliers. Thorough understanding of leadership skills, coaching methods, people management, sales generation and sales management, principles, and practices of CIC management. Thorough understanding of key measures of service, sales generation and its impact on interaction centre success in the context of CRM strategy and vision. Sound knowledge of Sales, Marketing and Distribution / Supply Chain processes in manufacturing & distribution operations will be highly advantageous. Previous experience in the wine and liquor manufacturing and distribution industry will be highly advantageous. Excellent verbal & written communication skills. Basic understanding of the Labour Relations Act Function in a highly pressurized environment Excellent co-ordination skills Customer service orientation Computer literate with good business writing skills R115p/h Apply Now

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Team Leader Cape Town - Cape Town Region

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