• Location:
  • Salary:
  • Job type:
  • Posted:
    8 months ago
  • Category:
  • Deadline:
    April 29, 2019
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Contact Centre Team Leader

Job description

To plan and coordinate the day-to-day activities of the company National Contact Centre in order to provide superior customer service to all its customers.

Key activities

  1. Supervises others to deliver prescribed operational outcomes while working within established systems.
  2. Enhance operational efficiency through timely review of Contact Center processes, procedures and operating objectives
  3. Improve adherence to set customer service standards by Contact Center Agents
  4. Improve call center department performance through monitoring and review of the of the available call management systems
  5. Inculcate a high level of product and service knowledge amongst team members
  6. Carries out prescribed client management activities and provides support to others by following existing procedures
  7. Maximize customer satisfaction through resolution of customer complaints, queries and provide feedback to customers in accordance with Customer Service Standards
  8. Delivers prescribed outcomes by working as directed within established data management systems and procedures
  9. Maximize utilization of contact center technologies
  10. Supports others so they can use and benefit from the existing external communications systems.
  11. Prepares and analyses daily and monthly statistical reports on performance data against the set performance measures for decision making by management
  12. Undertake customer satisfaction surveys to assess the level of customer satisfaction
  13. Update internal stakeholders on customer satisfaction trends and threats
  14. Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers
  15. Improves personal performance and coaches others when required using performance management systems and protocols
  16. Manages the motivation and discipline of staff in area of responsibility in line with laid down procedures to realize the Corporation’s objectives
  17. Manages the performance of the team by working within a performance management system
  18. Proposes and implements staff development plans for the area of responsibility to ensure competent, efficient and motivated staff
  19. Ensures that all safety and loss control standards (Safety Health and Environmental) contained in the Corporation’s standards are adhered to.

Education required

  1. At least a Bachelor’s Degree in Contact Center Management/ Marketing/ Business Administration or related qualification from a recognized University.

Experience required

  1. At least three (3) years post qualification experience in a Customer Service or Contact Center environment.
    2.Twelve (12) months supervisory experience is a requisite

Critical success factors

• Customer Service Delivery
• Computer Skills
• Data Collection & Analysis
• Data Management
• Planning & Organizing
• Policy and Procedures
• Review & Reporting
• Verbal Communication
• Managing Change

• Earning Trust
• Initiative
• Drive for Results
• Collaborative Influence
• Team Leadership
• Adaptability
• Approach to Thinking
• Attention to Detail
• Information Seeking
• People Development
• Understanding Others


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