Two exciting opportunities are available for Contact Centre Team Leaders to join our world class contact centre. Both positions will be based in Cape Town.The main purpose of this position is to maximise the productivity and performance of the inbound team, ensuring the efficient running of the team and delivery of world class customer service.This position is responsible for supervising the day to day functioning of the inbound team within the contact centre operations. The Inbound Team Consultants report to this position, supporting the staff with escalated customer complaints and queries. They monitor staff performance, conduct weekly staff information sessions, and coach staff daily.Duties and Responsibilities (include but is not limited to):To drive team productivity to ensure sales and call backs are processed efficiently by the inbound team.Monitor monthly sales stats and set targets for increases.To improve and maintain customer service excellence by reducing complaints.Resolve escalated client complaints efficiently and timeously.Resolve escalated client queries.Communicate openly and effectively with team.Provide support / advice to the Sales and Support Consultants.To ensure the contact centre equipment is working effectively.Hold staff briefing sessions if anything is not working correctly.Ensure call centre lines are working (MTN, Vodacom and Cell C) through conducting regular test calls throughout the day.To compile and submit accurate weekly and monthly reports (including score card,probation etc).Analyse the reports in order to make recommendation for improvements.To monitor contact centre systems.Monitor dashboards to ensure that they are constantly up to date with the relevant information.Conduct meetings with team members to monitor interactions and issues and provide feedback and assistance.To uphold the company brand.Provide professional customer service at all times.Maintain client confidentiality and knowledge of all company products.Perform onboarding for new staff members and monitor their performance during their probation period.Coach and mentor direct reports.Monitor team performance and provide guidance.Effectively use internal communication tools for information sharing.Listen in on English calls and other languages spoken by the Team Leaders to assess the quality of the service.Conduct weekly quality assessment sessions with all team members.Encourage effective use of quality assurance compliance issues.Monitor individual team members performance and targets.Action required HR processes for the team.To conduct performance management functions to ensure effective running of the contact centre.Ensure all team members participate in all assignments.Coach and mentor staff when required.Ensure all staff attend required training courses for new products.Ensure all team members complete monthly product knowledge test.Minimum Requirements:Grade 12 or equivalent.Degree / Diploma (desirable).Call center training course.Excellent English communication skills (essential).Understanding and speaking of an African language (desirable).1-year Sales and support consultant experience (essential).1-year Supervisory experience (essential).Knowledge of money transfer procedures.Knowledge of FICA regulations.Knowledge of African currencies.Knowledge of customer service principles.Knowledge of sales pipes.Additional Skills:Multitasking skills.Computer skills.Typing skills.Telephone skills.Verbal and written communication skills.People management skills.Selling skills.Time management skills.Organisational and administrative skills.Conflict management skills.Attention to detail.Interpersonal skills.Market related salary on offer.Starting date: As soon as possible.Area: Cape Town.Please forward your CV to us if you meet the above-mentioned requirements.Correspondence will only be conducted with short listed candidates.If you do not receive any response after four weeks, please consider your application as unsuccessful.
