Team Leader: Customer Service Centre

One of  Africa’s largest supermarket retailer has a great opportunity for a Team Leader for their Customer Service Centre.

Purpose of the Job

You will be responsible for providing front line direction to the Customer Service Centre Agents and assist the Contact Centre Manager in handling the day-to-day operations of the team. You will also be accountable for leading the team to success through coaching, developing and inspiring them in all areas required to meet the company's standards.

Job Objectives

People Management

- Provide front line direction to Customer Service Centre Agents ensuring quality service is provided in each interaction

- Facilitate effective communication between team and management to ensure the best possible responses and complaint handling procedures are achieved

- Enforce operational guidelines and update all team documentation to ensure the team is aligned with the company’s customer care values and policies

- Maximise productivity through effective staff scheduling and management of absenteeism

- Ensure staff competence and provide support and regular feedback on performance

- Manage personal improvement plans for agents

Quality Management

- Conduct spot checks on CRM system to ensure accurate and complete information

- Monitor calls to improve quality, minimise errors and track employees performance

- Conduct advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries

- Provide communication and training to ensure Agents are fully informed of all new information related to products, procedures, customer needs and company related issues and changes or actions

Internal Communication

- Monitor and ensure service level, productivity and performance metrics are met for the team. Track and report progress to management on both positive and negative trends

- Clearly communicate complex issues to senior management in order to gather information to assist in handling such matters efficiently and effectively and report back or alert on issues that needs to be brought to management’s attention

- Liaise with internal operational and other stakeholders to gather information about issues raised with the Customer Service Centre for further discussion with management in order to facilitate swift resolution of customer complaints

Customer Service

- Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution

- Recognise and identify operational issues or gaps that may have a negative impact on the customer experience or operational efficiency

- Identify opportunities to enable automated tools and applications for Customer self-service

- Demonstrate ability to critically evaluate a customer care incident to quickly formulate an understanding of its nature and the best way of resolving it

- Meet customer expectations and maintain quality customer service principles

Reporting

- Provide reports on people management covering disciplinary, performance, coaching and development

- Report daily/weekly/monthly on any reputational risk issues, interactions, trends and opportunities

- Report complaint trends to management so that corrective action can be taken in the business

- Compile formal report on ad hoc large issues dealt with to keep management up to date

Qualifications

• Grade 12 or equivalent Business degree or diploma related to the retail industry or the call centre industry.

Experience

• More than 5 years experience in the retail customer service environment e.g (FMCG, Retailers, etc)
• More than 5 years experience as a Call Centre Team Leader with a minimum of 5 -7 team members
• Demonstrated progression of responsibilities (from agent to Team lead)

Must be able to demonstrate a solid track record of:

- Managing personal performance by identifying problem areas, implementing a personal improvement plan and incrementally improving performance

- Coaching and developing agents to meet their KPIs

- Managing agent and department level KPIs and implementing solutions where targets were not being met

Knowledge and Skills

• A good understanding of world-class customer service principles
• Working knowledge and understanding of the Consumer Protection Act
• Exposure to SAP Cloud4Customer or CRM will be
• E-product knowledge (Virtual coupons, vouchers, airtime etc)
• Telephony Systems (Cisco)
• Written communication skills
• Verbal communication skills
• Analytical and critical thinking
• Call centre management