Team Leader - Cape Town, South Africa - amplify5

amplify5

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

amplify5 continue to grow

Team Leader

We are launching new partnerships here at amplify5, and to ensure we set this up for success we are looking for experienced, engaging, fun and dedicated Team Leaders.

Are you a leader who is proactive, wanting to take ownership of the team, being responsible for developing their performance and acting as the main point of contact to the rest of the client this is an opportunity.

What you will be doing:

-
Customer Care_

Proactively monitor team response times to ensure they are within agreed KPIs, ultimately ensuring customers receive a response within a reasonable amount of time.
Monitor and manage the team to ensure responses are friendly, knowledgeable, and efficient.
Act as the main point of contact for all customer escalations, speaking to customers where necessary and using your experience to resolve a query professionally, calmly and sensibly.
Escalate to the heads of relevant departments in London e.g. Logistics if the team need further support in resolving a query which they haven't been able to achieve directly, or you feel customer feedback needs to be surfaced.
Act as an ambassador for the brand, upholding our values and always complying with the Data Protection Act and PCI Compliance Regulations.

-
Administration_

Manage the staffing rota, considering call patterns and peak periods of contact, to ensure the best level of service is maintained throughout the week and year.
Produce weekly reporting to show contact levels, reasons, and performance against KPIs.
Attend monthly project meeting with Logistics, Ecom, Retail and IT, sharing the most common contact reasons and helping the group to identify possible solutions to improve the experience for our customers.
Develop a relationship with our Zendesk Account Manager, periodically reviewing any new opportunities available within the platform.
Proactively look for opportunities to improve processes and service.
Recognise where further support is needed and escalate to the Digital Director in a timely manner.
Recruit and onboard any new starters including additional staff over Christmas peak.
Ensure gift card stocks are maintained.
The role will be based in one of our Stateofthe Art offices in the CBD, with free refreshments, and many community events which support our ethos of putting people first and equipping them to be the best they can be

**Non

Negotiable Requirements**:
Must reside in Cape Town
Must have a working smartphone device to complete 2 step verification when necessary.

Qualifications:

Matric (Completed)

Experience:

2 years of unbroken experience as a Team Leader in a contact centre environment
2 years of experience in a similar, customer service role within a Media and Tech Support or multichannel business
18 Months experience in a US contact centre environment
Proven track history of excelling in all customer and peoplebased metrics.
A positive cando attitude, to solving queries.

Benefits:

Salary:
R15 000,00 - R19 000,00 per month

Cape Town, Western Cape:
Reliably commute or planning to relocate before starting work (required)

In return you will work for a dynamic business, that values its people, and puts them and our customers at the heart of everything we do.

Want to help shape our rewards and recognition? Join our engagement team Want to take an early finish, on us, on your birthday? Get out and enjoy yourself Your voice will truly be heard, as we commit to build a true, people first business.

In addition, you will work for a unique BPO based in world class facilities in the CT CBD.

If this sounds like a little bit of you, please apply, we can't wait to speak to you.

Job Types:
Full-time, Permanent

Salary:
R15 000,00 - R19 000,00 per month

Experience:

Unbroken Contact Centre Team Leader: 2 years (required)