Team Leader: Customer Service Centre

One of  Africa’s largest supermarket retailer has a great opportunity for a Team Leader for their Customer Service Centre.

Purpose of the Job

You will be responsible for providing front line direction to the Customer Service Centre Agents and assist the Contact Centre Manager in handling the day-to-day operations of the team. You will also be accountable for leading the team to success through coaching, developing and inspiring them in all areas required to meet the company's standards.

Job Objectives

People Management

- Provide front line direction to Customer Service Centre Agents ensuring quality service is provided in each interaction

- Facilitate effective communication between team and management to ensure the best possible responses and complaint handling procedures are achieved

- Enforce operational guidelines and update all team documentation to ensure the team is aligned with the company’s customer care values and policies

- Maximise productivity through effective staff scheduling and management of absenteeism

- Ensure staff competence and provide support and regular feedback on performance

- Manage personal improvement plans for agents

Quality Management

- Conduct spot checks on CRM system to ensure accurate and complete information

- Monitor calls to improve quality, minimise errors and track employees performance

- Conduct advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries

- Provide communication and training to ensure Agents are fully informed of all new information related to products, procedures, customer needs and company related issues and changes or actions

Internal Communication

- Monitor and ensure service level, productivity and performance metrics are met for the team. Track and report progress to management on both positive and negative trends

- Clearly communicate complex issues to senior management in order to gather information to assist in handling such matters efficiently and effectively and report back or alert on issues that needs to be brought to management’s attention

- Liaise with internal operational and other stakeholders to gather information about issues raised with the Customer Service Centre for further discussion with management in order to facilitate swift resolution of customer complaints

Customer Service

- Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution

- Recognise and identify operational issues or gaps that may have a negative impact on the customer experience or operational efficiency

- Identify opportunities to enable automated tools and applications for Custome...