TEAM LEADER: CONTACT CENTRE – GAUTENG

South Africa, Gauteng
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Market Related
Area: South Africa, Gauteng
Sector: Call Centre
Posted: 16 April 2024

Job Details

QUALIFICATION & KEY REQUIREMENTS

  • Matric/NQF Level 4
  • Relevant Degree OR Diploma is essential

EXPERIENCE

  • A minimum of 3 years contact centre experience with advanced query resolution experience within a client services and sales environment
  • A thorough knowledge of SAP navigation
  • A thorough understanding of the FMCG Supply Chain process
  • MS Office Intermediate proficiency

SKILLS AND ATTRIBUTES

  • Excellent organisation and communication skills (written, verbal, presentation)
  • Strong analytical capability, attention to detail and numeracy
  • Commercial acumen
  • Good problem-solving ability and Results orientated
  • Must be willing to work shifts and overtime
  • Excellent interpersonal skills, assertive and able to use initiative Understanding of customer deliverables and the impact of failure / cost of poor quality or service delivery
  • Displays the Snell leadership behaviours (Be resilient, take ownership, communicate effectively, Lead change, Solve problems and Drive Results)

KEY RESPONSIBILITIES

  • Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company’s objectives.
  • Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership while setting of SMART objectives.
  • Manage performance through regular, effective reviews, addressing.
  • Performance issues according to the company’s policies and procedures.
  • Conduct development reviews and recommend training and development plans.
  • Deliver all departmental KPI’s, achieving set targets and objectives within the inbound and manual orders teams.
  • Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
  • Build effective relationships with other teams and departments.
  • Communicate all information clearly and in a timely manner.
  • Act as a role model to others whilst striving to achieve high standards of performance and customer service.
  • Ensure full adherence to the company’s Health & Safety policy and procedures.