Team Leader

Supervises the day-to-day activities of a team of customer service advisers in a customer service operation.  

Job title:

Team Leader

Job Description:

Job Description

Key Performance Areas

Leadership and supervision

• Manages and leads a team of advisors to exceed customer expectations on an exciting digital platform
• Coach and develop team members to achieve various customer and company Key Performance Indicators, including sales conversion targets.
• Set and achieve individual/team standards and manage performance in line with Performance Management and Quality framework standards, in line with company and department policies
• Effectively manage behaviors with individuals to ensure the team deliver in line with company and client values
• Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
• Deliver all requirements to support the team in line with our monthly Training & Competency scheme
• Effectively communicates all relevant information to staff through team meetings and all other relevant communication methods

 

Client Services

• Ensure team performance is in line with our clients digital KPI’s
• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

 

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

 

Campaigns and products

• Ensures they are kept up to date and shares regular updates on client process and changes
• Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
• Is capable of handling escalated customer queries

 

Implementation of Guidance and Policy

• Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

 

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviors required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

 

Professional know-how

Minimum Qualification: Matric (Completed)

Minimum requirements

External:

• 2 years Customer Service Team Leader experience within the call center/ BPO industry
• Mobile Network Experience Advantageous
• Knowledge of Contact Centre processes, methodologies, systems, and technologies.

 

Key Competencies

Skills and Abilities (what must I be able to do / display):

• Empathy
• Leadership
• Relating and networking
• Strong administrative skills
• Persuading and influencing
• Creating and Innovation
• Coping with pressures and setbacks

 

Management/Supervisory Responsibility:

This position does have a supervisory responsibility. The successful incumbent will have approximately 12 Advisors reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders

 

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent