Customer Service Team Leader, Cape Town

Qualifications & Experience:

• Matric (Tertiary Education advantageous)
• Minimum of 2 years experience in a fast-paced working environment
• Intermediate to advanced excel skills
  High level of computer literacy
• Ability to use multiple systems and multitask in a fast-paced environment
  Knowledge of Cellular industry.
• Flexibility to work rotational shifts

Key responsibilities:

• Measuring & Managing attendance and Time Keeping
• Performing quality assessments on customer interaction to ensure that quality and compliance standards are maintained.
• Ensuring that the quality targets for calls and queries are met as per set out for KPI's.
• Identify and escalate potential system and process improvements with the aim to enhance the customer's journey.
  Identify and escalate problem areas, trends, and training opportunities to the appropriate stakeholder/s
  Manage your team's probation period through regular performance discussions and coaching.
• Report on the overall quality of customer interaction activity per agent in your team.
• Assess any service failure, identify the root cause, and take appropriate action ensure similar failures are avoided
• Take ownership of a customer and ensure their needs are met as soon as possible.
• 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
• Conduct spot checks on CRM system to ensure accurate and complete information
• Monitor calls to improve quality, minimize errors and track employees performance
• 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 to gather information to assist in managing such matters efficiently and effectively and report back or alert on issues that needs to be brought to management's attention
• Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution
• Identify opportunities to enable automated tools and applications for Customer self-service