Call Centre Team Leader - Kempton Park, South Africa - AVI Limited

AVI Limited

Verified Company

Kempton Park, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

AVI Field Marketing, a division of AVI Limited, handles the sales and merchandising for the beverages, snacking, and cosmetic business units to ensure improved execution at the store level.

An exciting new opportunity, therefore, exists for a
Call Centre Team Leader. The successful applicant will be required to perform a customer service function, team performance and administration control. AVI Field Marketing is a shared services business unit within AVI.

Field Marketing focuses on sales and merchandising for the beverages, snacking and cosmetic business units to provide greater focus and to achieve an improved execution at the store level.

This role will report into the
Call Centre Supervisor and will be based in
Isando.

Key Performance Areas:

Team Performance

Ensure Call centre agents receive inbound telephonic customer orders in a proficient manner, on time, accurately, and within set parameters ensuring orders are captured live
Ensure EDI orders are processed on time, accurately, and within set parameters
Ensure reverse sales orders are processed on time, accurately, and within set parameters
Ensure Call centre agents capture all orders from internal Customers on receipt
Ensure that the service level agreements are achieved based on the calls answered within the stipulated timeframes
Monitor performance and ensure targets are achieved
Ensure planning, performance & feedback meetings are held
Ensure all call lists are reallocated as and when necessary
Ensure all call assessments are conducted on agents based on inbound and outbound calls on a weekly basis
Ensure agents use the order verification process to guarantee 100% correctness of order capturing
Ad hoc duties as and when required

Administration and control

Ensure daily activity and incompletion reports are actioned timeously
Check & action activity reports twice a day
Provide data and reports as and when required
Adhere to standard operating processes of the call center
Assist in training of new staff members to the required standard operating procedures of the call center
Report master data inaccuracies to Call Centre Supervisor and AR
Update customer call lists and ensure accuracy of call cycles(NOD / NDD)
Assess viability and obtain authorization prior to processing special deliveries
Communicate unresolved customer problems to Call Centre Supervisor providing details and action taken
Respond to Internal & external customer enquiries and provide resolution
Assist with the drawing up of holiday plans before public holidays
Ensure pricing queries for all customers are addressed
Ensure any discrepancies are followed up with rep or customer prior to order capture
Forward credit held orders listing to Accounts Receivable department prior to the delivery run and advise buyer when the account is on hold

People Management