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About the job
Summary of Primary Job Responsibilities – TEAM LEADER
You will be responsible for the daily follow-up, coaching, motivation and development of a team of Customer Service Representatives (CSRs).
Responsible for delivery of all team KPI's (e.g. productivity targets, answer time, abandoned rates, call quality, etc.) and for ensuring that every team member understands the detail and importance of these requirements.
You must ensure that if targets are not met, then appropriate and timely action is taken to resolve problems and to support the improvement of the team.
Specific Job Responsibilities
To schedule working hours, breaks, holiday and maintain attendance records, punctuality, holiday and other records that are required by HR processes
To handle non-routine situations that may require immediate adaptation of response or extensive research to resolve
To keep the Call Centre Manager (CCM) informed about the day-to-day operations of the project (KPIs, feedback and trends), and where necessary place urgent focus on issues that are at variance with norms and on problem situations
To regularly conducts evaluation interviews with CSRs working closely with the CCM to follow up on issues identified and coach CSRs in order to improve their skills
To undertake formal performance reviews and one-on-one meetings with each CSR, ensuring objectives are continuously reviewed and linked to business KPI's
To continuously monitor CSR transactions, via either side-by-side or remote monitoring, ensuring performance metrics are consistently achieved
To handles transactions that require an escalation point and supports the CSRs in cases of more than usually demanding customers
To ensure CSRs are recognized and rewarded for outstanding achievements/performance in line with company mission and values
To facilitate an open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice
To oversee and drive up-selling and cross-selling activities to increase/optimise revenue
Evidence of effective interpersonal, coaching and leadership/supervisory skills
Excellent telephone, computer/keyboard, verbal and written communication skills
Good numeric and verbal reasoning skills
Effective time management with ability to organise, prioritise and multi-task
Customer management skills
Basic knowledge of data processing (Windows and Office application) and analytics
Flexibility and pro-activity
Supervisory skills (including tools, processes and systems knowledge)
Background in Customer Service (e.g. Help Desk, Customer Care) is a plus
Knowledge of industry related tools and technology is a plus
Due to the high volume of applications we receive, it is not always possible to get back to you within 24 hours. However, your application will be reviewed by a Consultant as quickly as possible and if you are shortlisted we will aim to call you within two working days.
If you do not receive a call please do not be despondent. Typically only one candidate can be successful per role! Please apply for any future roles in the same way. Good luck!