Call Centre Team Leader
πJob Type | Full Time |
Leading Company based in Rosebank is looking for a Call Centre Team Leader to join their team. The successful candidate MUST have Insurance/Banking experience and must have at least 2 years' experience managing a team.
KEY PERFORMANCE AREAS
General
β’ Monitor that the call centre agents are following the correct procedures/process when logging calls
β’ Assist call centre agents that are away/sick with their calls that have been logged
β’ Assign the calls that are auto-re-assigned (check previous logs)
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β’ Pull settlement reports for the agents
β’ Check and monitor the daily helpdesk reports
β’ Set up the monthly after hours roster
β’ Assist the call centre agents in every area of their job as and when the need arises
β’ Track and monitor complaints and problems
β’ Assist agents with problem calls
β’ Escalate complaints/problems to the call centre manager if unable to resolve problem/complaint
β’ Escalate any call centre issues to the call centre manager
β’ Keep the call centre manager updated on any operational issues that may arise that effects the call centre SLAβs
β’ Adhoc duties
COMPETENCIES
Qualifications
β’ Matric
β’ Post Matric qualification advantageous
Specific Skills (Technical):
β’ Minimum 2-years related supervisor experience in a call Centre environment within the insurance industry
β’ Decision making and problem solving skills
β’ Coaching / training skills
β’ Mentoring skills
β’ Staff management/ supervision skills
β’ Telephone skills
The successful applicant must have:
β’ Good verbal and written communication skills
β’ A high level of client service orientation
β’ The ability to work with people at all levels (clients and management)
β’ Hands on management style rather than remote style i.e. must be willing to help team members in order to achieve results
Matric
2 years + experience managing a call centre team
Own transport
R18 000 - R20 000 per month
Apply Here http://bit.ly/2AFEfOd
Β« VACANCIES: SENIOR CALL CENTRE AGENTSCall Centre Agent-Alexander Forbes Β»
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