Team Leader Johannesburg - Believe Resourcing PTY Ltd

    Believe Resourcing PTY Ltd
    Believe Resourcing PTY Ltd Johannesburg

    6 days ago

    Believe Resourcing PTY Ltd background
    Description

    About the Company

    Our client specializes in empowering employees with effective money management skills. Research highlights the alarming impact of financial stress on performance and health, ranking alongside major life events like divorce.

    A seasoned leader in financial wellness programs, our client crafts tailored financial literacy programs to foster a healthier and more resilient workforce.

    With 15 years of expertise, they empower individuals to own their financial futures, tackling the stress epidemic head-on and shaping a vibrant workforce.

    Hours: 8am-5pm (MON-FRI), with potential Saturday work (morning to midday) if required.

    About the Role

    This is a Team Leader position where your expertise in call centre operations, customer service, financial coaching, and debt management is crucial.

    Duties & Responsibilities

    The successful candidate will:

    1. Provide excellent customer service, drawing on financial coaching and debt management skills. Handle inquiries efficiently while multitasking with basic computer skills.
    2. Utilize scripted interactions for consistency and effectiveness. Conduct customer satisfaction calls and resolve complaints with finesse.
    3. Share financial knowledge to promote literacy and enhance services.
    4. Communicate clearly and professionally, both verbally and in writing. Maintain accuracy and uphold core values in all interactions.

    Desired Experience & Qualifications

    The ideal candidate will have:

    • Matric
    • A strong background in call centre operations, customer service, financial coaching, and debt management
    • Basic computer skills, including proficiency in Excel and spreadsheets
    • 2-3 years of experience in team leadership and customer service within a call centre environment
    • Experience in quality control in a telesales environment, including listening to calls and providing coaching to team members
    • Proficiency in scripting
    • The ability to lead and motivate team members effectively
    • Experience in conducting customer satisfaction calls and handling complaints
    • Proficiency in booking appointments, with experience in 'lead warming' preferred
    • Desirable but not mandatory: experience in financial wellness and services
    • Strong attention to detail
    • Alignment with core values, including following processes and doing what's right
    • Previous experience in team management, leadership, or coaching is preferred

    Key Requirements

    We are looking for someone with:

    • A results-driven approach
    • Excellent communication and interpersonal skills
    • Able to work independently and as part of a team
    • Flexible and able to adapt to changing circumstances
    • A positive attitude and willingness to learn

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