Customer Service Centre Team Leader - Durban, South Africa - RCL FOODS Careers

RCL FOODS Careers
RCL FOODS Careers
Verified Company
Durban, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
At RCL FOODS we grow what matters

We at RCL FOODS are in search for a
Customer Service Centre Team Leader to join our
Vector Division. The role will be based in
Durban and report to the
Customer Service Specialist.
 RCL FOODS is looking for an incumbent to:


The purpose of this role is to supervise the entire CSD, PSD or Inland Customer Service Centre operation, implementing appropriate Customer Service Centre standards, measurements, resourcing and training; and maximizing Customer Service Centre efficiencies and controls.


Duties & Responsibilities:


Operations

  • Manage and Maintain: Daily / Weekly / Monthly Controls
  • Score Cards and Checklists, as per implementation & Design
  • Reporting
  • Meetings
  • Workload by channel
  • Jabs & Allocations
  • Pricing Reviewed & Followed correctly at Agent Level
  • Score Cards & Checklist duties carried out as per design & Implementation
  • Daily Site Functional Operations
  • Lines, Systems, All Communication Channels, Tested and working
  • Call Lists activation
  • Functional Problems Logged via BCX
  • Service Levels, Call Centre Stats & Targets, driven, observed and maintained
  • Action Administrative Tasks
  • Maintain adherence to existing & New SOP's and BCP's
  • All Technical system faults logged, and managed through till resolution
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Staff Development & Management

  • Manage Team of Call Centre Agents relevant towards Assigned.
  • Keep abreast of other Teams Area's
  • Knowledge & Controls, to fill in where and when necessary if required
  • Ensure all allocated Team Call Centre Agents, have implemented IDP's.
  • Ensure all allocated Team Call Centre agents have Implemented KPI's
  • Conduct Regular Performance Appraisals, with Call Centre Agents according to process.
  • Ensure all allocated Team Call Centre Agents, Competent in Knowledge, Process and systems
  • The Incumbent Team Leader will ensure that he/she has received the necessary IR Training and HR Support
  • Provide QA/Technical Trainer with TNA
  • Training Needs Analysis of allocated Call Centre Agents.
  • Accountable to Ensure all Agents attend to Coaching, Training & Feedback Sessions as allocated
  • Accountable for Documentation of Absenteeism, Time Keeping, Work Performance & Trends of Call Centre Agents
  • Accountable for addressing Staff related IR Issues

Customer Service

  • Drive FCR
  • First Call Resolution at Agent Level


  • QNC's

  • Queries n Complaints Management
  • Follow Through and Drive at Agent Level to resolve within SLA
  • Interact with Key Stakeholders (NAM's, Principles, Buyers, Business Units)to drive Query/Order/Uplift Resolution
  • Attend to Escalated Queries, Service-Quality issues as Escalated from Agent Level

Drive Value Added Business Support

  • Collate information and Feedback, as and when required:
  • CSI's, Out Of Stocks, Potential Sales
  • New Store Openings, Rejections, ICU Lists
  • VTM Sales Support, Returns, Out Of Sequence Deliveries, Investigations, Masterdata, And other Admin, Research, tasks etc.
  • Identify Root Cause and Provide input to Possible Solutions

Minimum Requirements:


  • Matric
  • 3year degree / diploma would be advantageous (Sales / Marketing / Logistics)
  • 3 years' experience within a call centre environment
  • One year experience in Team Leader / Supervisory role

Knowledge:


  • Call Centre Systems SAP, CRM, Telephony Management Solution (AVAYA)
  • PC Literacy (Word + Excel)
  • Understand Customer Service, FMCG, Logistics, Retail
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