Client Services Team Leader (M1)
As part of our exciting growth, we are currently seeking aClient Service and Retention Team Leader. The successful candidate will manage a team of Client Service and Retention Consultants, will be part of the Leadership team, and will report directly to the Client Service Manager. The candidate must be highly efficient, energetic, motivated, and ambitious.
Key Performance Areas (subject to change in the future): Client satisfaction ratiosConsistent focus on First Call ResolutionEnsuring work, task quality and integrity is maintained and continuously improvedClient query response times and Maintaining Service Level AgreementsEnsuring acceptable talk time and phone availability levelsClient retention and increasing average client tenure
Key Responsibilities: Coaches the team to ensure quality of delivery meets the appropriate standardAnalyzing team metrics and performance to drive continuous customer improvementEnsure team members are achieving their daily KPIsConducting regular coaching and one-on-ones to ensure that all consultants have the necessary tools, resources, skills, and knowledge to manage their assigned client portfolio effectivelyConducting and maintaining quality checks and standards within their relevant teamsDealing with elevated queries/problemsCreates an environment that fosters teamwork and co-operation amongst team membersEnsuring continual communication between management and staffAdhere to and enforce internal policies
Key Requirements: Tertiary qualification advantageous2 years' Contact Centre Leadership experiencePassed DC exam advantageousExcellent client service skillsExcellent communication skills, both verbal and written, to effectively communicate with team members, customers, and internal teamsUnderstanding of financial services industryStrong analytical skills and the ability to use data to drive performance and improve processes
Key Competencies Ability to lead and motivate a teamStrategic thinking and planningAnalytically minded with advanced excel skillsEffectively do reports and presentationsExcellent communication and training skillsHigh attention to detail with the ability to investigative and problem-solving skillsExcellent time managementAbility to prioritize and multitaskHigh levels of honesty, accountability and integrity
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