Job Highlights
Designation: PC3173 – Contact Centre Team Leader
Category: Ops & Admin – OF6310
Posted by: Alexander Forbes
Closing Date: 11 Dec 2024
Location: Sandton
Purpose of the Job
To ensure smooth and efficient daily operations of the business unit. The Contact Centre Team Leader will be responsible for optimizing processes, tracking work outputs, and ensuring compliance with procedures and legislation within the Funds SLA while assisting the team with complex queries.
Requirements
Education
- Essential: Matric
- Essential: National Diploma in Contact Centre Management
Experience
- 3 – 5 years’ experience in managing a team at a financial services contact centre, specifically handling inbound calls.
- Advantageous: Experience in managing administrative functions within a contact centre.
- Strong team management, interpersonal, and communication skills.
- Proven ability to set targets and streamline processes.
- Experience in a multi-service environment.
Key Performance Areas
1. Operational Effectiveness:
- Manage day-to-day operations of the team in line with company procedures.
- Monitor call volumes and ensure service level agreements (SLAs) are met (80%).
- Provide effective feedback to team members about performance.
- Conduct quality assessments on customer interactions to maintain compliance.
- Identify and escalate system and process improvements for enhanced customer experience.
- Manage team performance through weekly discussions and coaching for new recruits.
2. Data Management and Integrity:
- Track and manage CRM cases daily; report on quality capturing.
- Ensure accurate recording of information using Microsoft CRM.
3. Adherence to Policies, Procedures, and Protocols:
- Ensure 100% adherence to divisional policies and guidelines.
- Communicate company policies and address people-related issues within the team.
4. Development – Personal and People:
- Attend and actively participate in training and coaching sessions.
- Identify and address staff skills gaps through the ongoing Personal Development Plan (PDP) process.
- Promote a positive and cohesive workplace environment.
Required Competencies
Business Skills:
- Excellent time management and negotiation skills.
- Strong problem-solving abilities and motivational skills.
Functional Skills:
- Exceptional communication and interpersonal skills.
- Ability to work cooperatively within a team and adapt to changing circumstances.
- Demonstrate patience and tolerance in completing tasks.
How to Apply
Interested candidates must submit their applications by 11 Dec 2024 through the Alexander Forbes career portal.
Note:
Only candidates who meet the minimum requirements and have relevant experience will be considered for this role. Please ensure that all personal information and supporting documents are accurate and submitted on time to avoid any delays in the recruitment process.