Customer Service Team Leader --- AA Position
Job details
Job Purpose: To oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Customer Service Advisors.
1. Skills & Competency Requirements
• Grade 12/NQF4
• Proficient in at least 3 of the South African Languages including IsiXhosa.
• 3 years' experience as a Team Leader/ Supervisor
• Intermediate Computer Skills
• Team management experience
• Coaching and Mentoring skill
• Excellent communication skills
• Experience in customer services
• Excellent leadership skills
• Training and Skills Development
• Ability to deal with demanding customers and escalations.
• Energetic and motivating individual
• Creative thinker
2. Responsibilities
• The Team Leader will be responsible for managing a team of Advisors.
• Assist Advisors in meeting all targets.
• Reviewing performance and coaching them as well.
• Advisors adhere to company policies and procedures.
• Reach and maintain 90% SLA on Telkom Calls.
• Assist the team to achieve 70% + on their Call Evaluations.
• Lead and inspire a team of agents to deliver excellent team performance and customer satisfaction.
• Ensure training and development plans are maintained for all team members.
• Ensure attendance and retention targets are achieved.
• Support the Manager to deliver business targets and objectives and create a performance orientated culture.
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
