Team Leader - Inbound - Century City, South Africa

To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business, remaining committed to treating customers fairly.

Responsibilities

• Deliver success against KPI targets and plans, through effective management of people.
• Create a positive learning environment that empowers and develops the Customer Service Agents.
• Be a role model who participates in achieving the wider contact center overall objectives to allow for first class customer service.
• Gather information to analyze problems and generate solutions in taking the initiative by going beyond job remit and identify areas for improvement with a “can do” attitude.
• Understand the business strategy, products, service, and organizational structure.
• Recognize the wider implications around team engagement and how it links to the focus on reduction of attrition and absenteeism.
• Organize and plan ahead in terms of work schedules and activities to meet deadlines and quality measures, whilst considering the needs of others to ensure that the overall goals and objectives are met.
• Support others by sharing knowledge and expertise which promotes effectiveness of individual performance and how this contributes to the team goal.

Minimum Requirements

Minimum 24 months customer service experience, 12 months of which in a leadership/supervisory position.

Qualifications

Qualifications and Accreditation: Matric or equivalent.