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Customer Care Team Leader - Call Center BPO

Reference: 

1234122

Location: 

Cape Town

Source: 

Full Circle Contact Centre Services (PTY) LTD

Leadership and Supervision

  • Manages and leads a team of advisors to exceed customer expectations
  • Coach and develop team members to achieve various customer and company Key Performance Indicators
  • Set and achieve individual/team standards and manage performance in line with Performance Management and Quality framework standards, in line with company and department policies
  • Effectively manage behaviours with individuals to ensure the team deliver in line with company and client values, and work as a positive unit
  • Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
  • Delivers all requirements to support the team in line with our monthly Training & Competency scheme
  • Effectively communicates all relevant information to staff through team meetings and all other relevant communication methods
  • Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.

Client Services

  • Ensure team performance is in line with client KPI’s
  • May be required  to attend client workshops to give effective feedback on  opportunities to improve customer journeys and client services offered

Quality assurance

  • Will ensure team  perform in line with quality monitoring standards, achieving internal Quality benchmark and also Customer scored CSAT metrics
  • Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team based sessions
  • Capable of taking part in  client and internal  calibration  sessions, demonstrating a strong understand of Customer Service and the agreed Quality Framework
  • Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

Campaign and Products

  • Will ensure team  perform in line with quality monitoring standards, achieving internal Quality benchmark and also Customer scored CSAT metrics
  • Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team based sessions
  • Capable of taking part in  client and internal  calibration  sessions, demonstrating a strong understand of Customer Service and the agreed Quality Framework
  • Manages ongoing performance in line with Performance Management structure and Training & Competence scheme
  • Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
  • Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

Industry: 

Call Centre

Job Type: 

Permanent

Date Posted: 

2017-07-14