Customer Support Team Leader

SUMMARY:
Customer Support Team Leader Reports to: Floor Manager Start: Beginning / Mid-May Location: Remote Currently – Looking to move back to office after lockdown Cape Town CBD

POSITION INFO:

Essential Duties and Responsibilities:
As a Team Leader, you are regarded as a junior leader within the Call Centre. This role requires you to manage all aspects of your team’s performance, ensuring that our players receive world class customer service and support. In this role you are an owner of the culture within the company and work tirelessly to maintain and support our company culture. As a Team Leader you will be relied upon by the Floor Manager to deliver upon the following aspects:
 
Quality:
-                      Monthly QA goals are met for every host in your team. Where Quality goals are not met, a coaching plan is created, and you provide the required level of coaching and mentoring support to your Host to ensure QA goals are met. Minimum standard is 1 coaching session per host per month.
-                      Career development and growth plan is created and managed for every Host in your team, with a quarterly documented 1:1 discussion related solely to the Hosts career development, should monthly KPI’s be met.
-                      Training needs for your Hosts are escalated to your Floor Manager detailing what is needed and when, and follow up to ensure the training is scheduled and held
-                      Performance trends are monitored and analysed for your Hosts, ensuring that all aspects of performance are met monthly.
-                      Compliance to all RG and compliance related policies are adhered to in your team
-                      Investigate bad rated chats for your team, and provide the necessary coaching and support to your Hosts to ensure quality improvements
-                      Analyse data for your team’s performance, and where necessary, escalate concerning trends to your Floor Manager
-                      Facilitate a learning environment by ensuring effective knowledge transfer amongst your team members and the wider Customer Service team.
-                      Ensure that all RG related errors raised from the RG/Complaints team are actioned immediately and documented, with feedback provided to your Floor Manager.
 
Attendance: -                    Manage your team’s attendance. You will be responsible for conducting documented return to work discussions, managing absenteeism trends within your team, and partnering with HR to ensure relevant sanctions are delivered when needed. It will be your responsibility to actively manage attendance for your Hosts including the issuing of warnings when needed.
-                    Late coming is monitored for your team, and where necessary, corrective disciplinary action is taken by you.
-                    Any concerns regarding negative trends in absenteeism or late coming for your Hosts is escalated timeously with the required action proposed.
-                    General team/floor management:
-                    Conduct a monthly documented 1:1 performance review session with each Host, discussing all aspects of their performance: QA scores; productivity; absenteeism/late coming trends if applicable and general behavior and conduct
-                    Ensure agreed SLAs are met while you are on shift for the Customer Service team

-                     Facilitate effective shift handover discussions with your fellow Team Leaders to ensure knowledge transfer of emerging issues and concerns
-                  Ensure that Senior Management and/or Licensee(s) are kept abreast of any operational issues or player-impacting issue
-                  Ensure that all Hosts on shift are briefed on current issues, priorities and objectives
-                  Ensure that technical impacts are logged and resolved
-                  Accurate reporting out including shift reports or current issues raised to Senior Leadership
-                  Handle formal escalations when needed
-                  Proactive follow up on escalated queries to ensure timeous resolution to customer concerns
-                  Be approachable to all Hosts, Floor Managers and Support functions to assist with player related queries
-                  Play an active role in process improvement initiatives and ensure that you own the process improvement culture within your team.
-                  Identify system enhancements and tool requirements needed to improve efficiency and effort within the Call Center.
-                  Participate in recruitment activities internally and externally.
 
Minimum competencies:
-                  Self-managed, reliable and confident
-                  Able to think independently and on your feet
-                  Analytical and attention to detail
-                  Excellent communication skills
-                  Adaptable and flexible in an ever-changing environment
Minimum requirements:
-                  Grade 12 or equivalent
-                  Excellent customer service background (External applicant would be minimum 2 years previous people leadership experience)
-                  Own transport
-                  Flexibility to work shifts in a 24/7 environment
-                  Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
-                  Excellent computer proficiency (MS Office – Word, Excel and Outlook)
-Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service

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