Team Leader: Member Experience Specialist - Bellville
iMasFinance Co-operative
Job Purpose: To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach, and motivate a team of Contact Centre agents to deliver departmental KPI's, targets and objectives. Job Outputs: Design, implement and manage the query and dispute resolution processes. Evaluates and manages queries or disputes that require a more senior evaluation. Reports on agent, workforce, and quality performance Managing the agents and workforce requirements Training agents where required. Setting process and quality standards Evaluating service delivery against these standards Engaging with other business units where necessary to assist with great service delivery. Qualifications: Grade 12 with Mathematics and Accounting Call Centre qualification is an advantage. Credit Management or Debt Collection qualification is an advantage. Experience: 3 years’ Operational Retention in Financing/Banking environment 3 years’ Operational Service & administrative support 2 Years Operational contact centre enviroment Knowledge and Skills: Listening skills Communication skills Multi-lingual including English Excellent communication skills Assertiveness and negotiation skills Code 8 drivers’ license Computer literate (MS office & Excel) Sound knowledge of the applicable debt collection and legal proceed.
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