Team Leader-Contact Centre
Team Leader-Contact Centre
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Salary Not Disclosed
1 Vacancy
Job Description
Collinson the Collinson that proudly employ over 1100 talented individuals in over 20 locations world-wide and we are dedicated to helping our clients acquire retain and optimize the value of their customer relationships. Some of our products and services include Priority Pass the worlds largest independent airport VIP lounge access program with /-1300 lounges globally and Columbus Insurance a leading travel insurance specialist.
Role purpose:
To lead and manage a small team in the provision of a market leading assistance service. To manage and develop the assistance team ensuring consistent delivery of excellent case management.
To help deliver the expected level of service ensuring all KPIs and SLAs are met.
Manage complex cases develop and coach the junior members of staff through people management and operational excellence.
Key Responsibilities include:
- All operational targets need to be achieved in line with Client SLA as directed by the Junior Operations manager and/or Senior Operations Manager
- Ensuring all escalations and queries are dealt with and handled in a timely manner and within agreed SLAs.
- Ensure that performance management takes place on agent level according to Collinson Group South Africa guidelines
- Completing weekly/monthly audits and procedural checks as directed by the Junior Operations manager and/or Operations Manager
- Ensure that all staff reach set KPIs (Daily Weekly and Monthly)
- Escalating daily interruptions to the Junior Operations manager and/or Operations Manager
- Actively support lead and develop the team through ongoing feedback to agents
- Consistent feedback and liaison with Performance Coach re agent development
- Further systems and product development for agents
- Recognising and highlighting agent development to the Performance Coach / Team Manager
- Resolve escalated customer complaints and queries in conjunction with the process from the Junior Operations manager and/or client with support from Operations Manager as required
- Convene regular meetings with the team and management to discuss and resolve issues or brief and update employees on any new developments as directed by the Team Manager
- Maintain a consistent quality score across the team in accordance with the targets set
- Ensure that consistent communication takes place within the team
- Ensure that all Collinson Group South Africa policies and procedures are adhered to
- Managing adherence and attendance issues within team
Key Skills and experience needed:
- Managerial Diploma/Degree advantageous
- Knowledge and Experience of Customer Service and Contact Centre concepts
- Previous experience as a CS Team Lead
- Competent in managing self within time through constant change and meeting business areas requirements
- Ability to build strong working relationships between various departments and your team
- Managing Customer Service Advisors and to ensure that all deliverables are met including performance management and coaching to develop and evaluate your team
- Proactively manage lead coordinate and develop quality and coaching interventions to ensure productivity and scheduling are managed effectively
- Competent in analysing data and compiling reports
- Attention to detail
- Excellent interpersonal and verbal/written communication skills
- Good verbal and numeric skills.
Days of work: 24/7 Rotational Shifts
Hours of work: 24/7 dept
Employment Type
Full Time
