Team Leader – Contact Centre

We are looking for a highly motivated, experienced, and customer-focused Team Leader to join our Contact Centre leadership team. This is an exciting opportunity for someone with proven management experience who is eager to lead a dynamic team and drive performance within the online sales environment.

Duties and Responsibilities:

• Manage and supervise the daily operations of the team of agents.
• Set clear goals and expectations, ensuring agents meet required targets and KPIs.
• Drive online sales target achievement.
• Process required refund requisitions and assist with client profile changes.
• Respond to escalated queries and manage customer calls and emails.
• Update and maintain statistics and real-time reports.
• Ensure agents are up-to-date with new product launches, market trends, and process changes.
• Handle customer queries and complaints in a timely manner, ensuring customer satisfaction.
• Prepare and present monthly statistics and commission reports.
• Mentor and develop agents, fostering a positive and high-performance environment.
• Collaborate with the manager and other departments to resolve issues quickly and efficiently.
• Ensure IT infrastructure is fully functional and report any issues promptly.

Key Competencies and Skills:

• Strong verbal and written communication skills with the ability to engage with customers and team members empathetically.
• Excellent leadership skills with experience managing and motivating a team.
• Critical thinking and problem-solving skills, able to find solutions promptly.
• Conflict resolution skills with the ability to manage disputes effectively.
• Exceptional customer focus, ensuring that customer needs and expectations are always met.
• Time management and the ability to prioritize tasks in a fast-paced environment.
• Adaptability and resilience, particularly under pressure or in challenging situations.
• Attention to detail and accuracy in managing customer data and resolving issues.
• Integrity and ethical decision-making in line with company values.

Minimum Requirements:

• Matric certificate.
• At least 2 years of call centre experience.
• 2 years of management experience.
• E-commerce experience preferred.

If you are a proactive and goal-oriented leader with a passion for customer service and team development, we would love to hear from you. Join our team and help us continue to deliver exceptional service and results.