Online Shopping Customer Service Team Leader BPO

Employer: Full Circle Contact Centre Services (PTY) LTD
Customer Service Team Leader: Online Shopping Campaign



As a Team Leader you will be responsible to manage and coach a team of Advisors ensuring operational excellence, productivity and cost-effective management within the team.



• Ensure delivery of Client KPIs within your team, including quality, efficiency and attrition targets (APS, TCHT, Value Add, S&A, delivered hours etc.)

• Manage and coach advisors to ensure performance delivery

• Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings.

• Achieving the attrition, absence and adherence targets

• Ensuring accurate payroll management and minimizing administration errors and overpayments

• Supporting where required with the Recruitment and Learning and Development team to define specific recruitment and training needs

• Provide daily feedback on performance and general information to Operations Managers and Learning and Development

• Manage and develop the operational client relationships

Candidate Requirements
• Grade 12

• Good ITC and clean criminal record

• Minimum 2-year team leader experience within a BPO or Contact Centre

• Ability to work shifts as per campaign requirements (Rotational Shifts Monday – Sunday, UK Day light savings time)

• Good command of the English language

• Ability to work under pressure to achieve KPI's

• Medical Aid

• Provident Fund

Required Skills
Call Centre : 1 to 2 years
Team Leader : 2 to 3 years


Apply Here http://bit.ly/2MlWz74

Job id : , #69048, 29 views,

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