Team Leader - Woodstock, South Africa - Call Centre Staffing

Call Centre Staffing
Call Centre Staffing
Verified Company
Woodstock, South Africa

2 weeks ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
A great opportunity for Customer Services Team Leaders to join growing BPO.


Responsibilities
Coaching and mentoring of the team.

Team administration - Active involvement with employee life cycle including conducting probation reviews, Back To Work interviews, leave approval etc

Teamwork planning and priority setting:
Monitor real-time BI reports of the QA team.

Manage the workload within the team.

Team operational performance, monitoring and reporting: Accurate interpretation and reporting of team KPIs.

Development/coaching of technical skills; facilitation of other relevant external interventions; facilitating knowledge sharing.

People processes including misconduct and incapacity management


Minimum Requirements:

Minimum 24 months Customer Services Team Leader in a BPO.

NPS/ CSAT Customer experience measured environment.

Strong Customer focus.

Strong Coaching skills

Ability to work US and UK hours.


Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)


Application Question(s):

  • What was your pass mark for English at Matric?
  • Are you able to work UK or US hours?
  • Do you have experience dealing with CSAT and NPS metrics?
  • Do you manage misconduct and Incapacity issues in your current role?

Education:


  • High School (matric) (preferred)

Experience:


  • Team Leader Customer Service Experience in a

BPO:
2 years (required)


Shift availability:

  • Night Shift (required)
  • Day Shift (required)

Willingness to travel:

  • 100% (required)
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