Team Leader - Cape Town, South Africa - CME Recruitment

CME Recruitment

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

CALL CENTRE/SERVICE DESK INDUSTRY

CAPE TOWN

Purpose:
Manage a team of agents. To efficiently allocate incoming requests to the team, prioritising actions and monitor team resources so that customer deadlines are met

Minimum requirements:

Matric
2 years National Diploma/Certificate
IT related qualification
At least 2 years' call-centre experience in a team lead or team manager role

Responsibilities:

Customer Service o Proactively encourage a customer service focus in the department o Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation o Regularly update all customers with progress-information and estimated times to completion on all escalations.
Provide single point of contact for technical escalations and take ownership.
To act as information and skills broker between agents and higher qualified and/or experienced resources
Ability to creatively address problems and follow proposed solutions through to completion.
To identify and highlight best practices in support management through continuous assessment.
To analyse and summarise reports on SLA targets.
Trend analysis on root causes and ticket categories, incident rates and similar
Compile and publish daily, weekly, and monthly reports as required.
Daily monitoring of Repeat call journal and onsite template
Ensure end to end team performance is in line with client KPI's and offer coaching and mentoring in areas that require it to members in the team
Identify training requirements for team members & escalate to manager.
Provide guidance & coaching to team members.
Implements, maintains, manages the cascading of and adheres to all relevant company policies & procedures to team members.
Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.

Ability to commute/relocate: