Customer Service Team Leader (Offshore BPO)

• Grade 12/ Matric.
• A Degree/Diploma in any related field will be an added advantage.
• 3 years of work experience in a Customer Service Environment.
• 1-3 years Supervisory experience in Customer Service Environment.
• Proven Product knowledge (Essential).
• Proficiency in MS Office and Excel.
• Own vehicle is preferred due to International hours and seven-day operation.
• Must have experience (with the flexibility) in working International shifts from South Africa.

• Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timeline.
• Produce reports to gauge process performance and lead process meetings / calls.
• Customer satisfaction and voice quality on calls will be key metrics to be focused on.
• Drive overall performance and manage the end-to-end processes.
• Manage teams and ensure customer satisfaction, quality and productivity targets are met.
• Motivate team members and manage attrition
• Complaint and escalation management.
• Monitor call transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Build and maintain relationships with key stakeholders in the business through active.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Client Interaction, where required - Daily/Weekly/Monthly.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits.
• Effectively manage queue and balancing of workload.

• Presenting and communicating information effectively.
• Working well with people.
• Adhering to company values.
• Coping with pressure and setbacks.
• Ability to building strong business relationships and networks.
• Delivering results and meeting customer expectations.
• Adapting and responding to change.
• Excellent Attendance in the last 3 months.
• Technical Competencies Required :
• Proven ability to compile and manage data - attention to detail; data integrity management; confidentiality.
• Report writing using various MS Office applications (i.e. MS Excel, MS Word and MS PowerPoint).
• Quality and Coaching.
• Voice of the Customer (e.g. NPS, CSAT, CES etc.).
• Efficiency (e.g. First Reply, Full Resolution, Comment etc.).

Nutun