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Call Centre Team Leader

EOH Recruitment Johannesburg, Gauteng
Role Description:PURPOSE OF POSITION

The successful candidate will be expected to lead and guide a team of Call Centre staff to achieve service excellence through quality output within an agreed timeframe in a Client Services inbound Call Centre. Applications are invited from suitably qualified persons to fill the above-mentioned posts.

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RESPONSIBILITIES

 The candidate must be able to conduct the following:

Basic Knowledge Â

  • Demonstrate strong leadership skills with ability to manage a team
  • Time/Self-management skills with ability to multi-task, organize and prioritize
  • Analyse processes, enact change and think operationally to achieve business goals.
  • Ability to execute with a sense of urgency
  • Solid understanding of Industrial Relations
  • Other duties assigned as the business requires

Competencies

  • Â Organizational support â?? follows policies and procedures. Supports organizationâ??s goals and values.
  • Quality / quantity â?? meets productivity and quality standards
  • Performance Management, using an incentivized modelÂ
  • Identify quality issues and take corrective steps Â
  • Ensure that the area is operationally sound at all times to achieve objectives
  • Ability to multi task to meet allocated deadlines daily
  • Create and manage a functional channel for the resolution of queries and escalated queries according to agreed SLAÂ Â

Administration functions

  • Â Performing daily administrative functions and accurately capturing team performance into various CRM systems

Skills and Experience:QUALIFICATIONS

  • Grade 12
  • Formal Call Centre Qualifications (advantage)
  • Tertiary education qualification an advantage

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EXPERIENCE

  • 2 â?? 3 Years Call Centre Experience at Team Leader level
  • 2- 3 Year experience in Correspondence/Communication
  • Global BPO Experience Preferred

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COMPETENCIES

  • Customer centric
  • Flexible, motivated and energetic
  • Excellent written and verbal communication skills
  • Results orientation
  • Time management skills
  • Problem solving skills and solutions focused
  • Attention to detail
  • Team player and Motivational skills
  • Microsoft Office proficient

 ADDED ADVANTAGES

  • Excellent administration skills
  • Experience in a Medical Aid environment
  • Proficient in English 3 South African official languages

 WORKING HOURS

You will be required to work 6 days per week, normal time from Monday to Saturday.

Monday to Friday from 08h00 to 17h00

Saturday working hours: 08h00 to 12h00

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