Team Lead - Gauteng, South Africa - Percepta South Africa

Description

***Responsible for the daily operation and productivity of team / overall centre and ensures smooth and successful operation.

Leads the German General Enquiry Centre to provide the best possible service.

Coordinates work, provides guidance and support to the Senior Advisor/Deputy Team Leader and manages performance using Percepta coaching and performance management guidelines.

Works directly with clients to deliver the GEC service and builds a positive relationship.

Consults with key stakeholders to identify development requirements for business areas. Designs, develops, and delivers operational learning solutions aligned to business objectives. Develops and maintains learning material, shares knowledge and encourages personal and professional development. Provides written documentation supporting proposals, recommendations and research findings. Completes special projects as required.


DUTIES AND RESPONSIBILITIES
Management and Administration

• Lead the daytoday business operations of the Ford of Germany General Enquiry Centre based in South Africa.
• Provide leadership, while coaching the Deputy Team Leader and/or agents to improve skills and general development to meet departmental and specific individual objectives.
• Responsible for performance evaluations (PDPs), corrective actions, handling concerns or issues and personal development of Team Leaders, including regular review and feedback on their work and general performance.
• Implements incentives to boost employee morale and create a positive team environment.
• Communicates and documents any operational concerns or issues immediately to Account Manager.
• Consults with HR on employment, welfare and development matters and ensures HR receive necessary documentation relating to absence, sickness etc.
• Ensure your own and the DTL's awareness of Percepta policies and procedures and implements consistently with sound judgement and fairness.
• Keeps accurate and uptodate Working Files for all staff containing information on performance, attendance, absence, etc.
• Identify opportunities for systematic improvements and report it to the Operations and Account Manager.
• Promote positive relations with client and other Percepta personnel, without releasing confidential information through improper means.
• Conducts tasks as assigned by the Operations and Account Manager.
• Works on special projects as instructed by the Operations and Account Manager.
• Works to and promotes Percepta values, cultural aims and working practices at all times.
• Follows all Health and Safety rules and regulations and monitors safety in the contact centre.
• Implements continuous improvement in a contact centre.
• Leads innovation and change in a contact centre.
• Is responsible for the management and performance of the team and centre. Plan own workflow and manage workflow of the team.
• Communicates company guidelines.
• Manages team human resources.
• Develops team performance and individuals in a contact centre.
• Manages team and centre in line with client KPIs.
• Ensure weekly team meetings are held with agents to review project success and/or opportunities.
• Ensures suitable succession plan in place for Deputy Team Leader to learn the duties and responsibilities of Team Leader.
• Conducts regular work observation of team members to ensure standards are achieved, and provides and documents feedback and progress as part of a development plan.
• Hold regular personal reviews and monthly team meetings with Consultants to review project success and/or opportunities.
• Controls and monitors daily workflow to ensure the departments objectives are achieved, providing the Operations Manager with a weekly report on performance.
• Works with Ford clients in the different countries to deliver a quality and productive service overall and demonstrates where the Customer Relations Centre can add value.

Customer Service

• Handles customer/dealer calls and correspondence as required by the business.
• Review claims for financial assistance as recommended by staff and make final decision.
• Provides quality customer service.
• Administers customer contact telecommunications technology.
• Implements customer service strategies in a contact centre.
• Implements information systems in a contact centre.
• Acquires product or service knowledge.
• Works with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters
• Provides services to customers involving a high level of product or service knowledge, often autonomously acquired
• Uses multiple technologies such as call centre telephone and computer technology, Internet services and facetoface contact
• Takes responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions of service or customer dissatisfaction

Reporting / Quality Assurance

• Controls and monitors daily workflo