Customer Service Team Leader

SUMMARY:
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POSITION INFO:

Customer Care Team Leader

CallForce is an award-winning BPO service provider delivering innovative and customised
contact centre solutions from South Africa to the global market. Join us as a consultant and
be part of a thriving team with many career development opportunities.

Responsibilities
• To guide and support team members
• Driving operational and technological efficiencies within the team
• Handling difficult customer complaints or enquiries
• Drive quality control and ensure corrective action are taken where required
• Analyse performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that       appropriate action is taken.
• Forecasting capacity against plan on a weekly/monthly basis
• Ensure adherence to the operational policies and procedures
• Participating in the recruitment and selection of staff
• Monitor performance on regular basis and provide constructive feedback
• Pro-actively encourage high performance at all times
• Ensure all staff issues are dealt with appropriately and within a timely fashion
• Ensure all daily, weekly and monthly workloads are completed
• Motivating, developing and retaining staff
• Identifying staff training needs and planning of training sessions
• Adhering to all HR policies and procedures
• Monitor performance on regular basis and provide constructive feedback

Requirements
• Min 2+ years customer service team leader experience
• Strong sales ability & ability to handle client objections
• Proven track record of meeting targets
• Excellent communication skills in English & 1 other language
• Background in telecommunications will be an advantage
• Clear criminal records
• Strong analytical and problem-solving skills.
• Able to work in a fast paced environment

Should you not hear from us within 14 days of applying, kindly consider your
application unsuccessful for this role.

NB! This job is now closed. You can apply for other jobs by uploading your CV.