Customer Service Team Leader --- AA Position

Job Purpose: To oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Customer Service Advisors.

1. Skills & Competency Requirements
• Grade 12/NQF4
• Proficient in at least 3 of the South African Languages including IsiXhosa.
• 3 years’ experience as a Team Leader/ Supervisor
• Intermediate Computer Skills
• Team management experience
• Coaching and Mentoring skill
• Excellent communication skills
• Experience in customer services
• Excellent leadership skills
• Training and Skills Development
• Ability to deal with demanding customers and escalations.
• Energetic and motivating individual
• Creative thinker

2. Responsibilities
• The Team Leader will be responsible for managing a team of Advisors.
• Assist Advisors in meeting all targets.
• Reviewing performance and coaching them as well.
• Advisors adhere to company policies and procedures.
• Reach and maintain 90% SLA on Telkom Calls.
• Assist the team to achieve 70% + on their Call Evaluations.
• Lead and inspire a team of agents to deliver excellent team performance and customer satisfaction.
• Ensure training and development plans are maintained for all team members.
• Ensure attendance and retention targets are achieved.
• Support the Manager to deliver business targets and objectives and create a performance orientated culture.
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets.