siwela sibongisisa

Customer Service Team Leader
Duties and Responsibilities 
April 2021 to date
•To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management
•To offer creative solutions.
•Delivery of team service level components, quality and productivity targets & indicators
•People Management, including all HR related issues, as well as staff development
•Operational Management: Managing the floor, adherence to schedule
•Ownership and problem resolution
•Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
•Training and development of staff.
•Motivation, leadership for a team of 15 and developing future leaders
•Recommendations for product and process development based on customer feedback and analysis of the same
• Conducting performance appraisal for the team.
 

Mandosuthu University of technology National diploma in Marketing 2015 - 2017