Call Centre Team Lead

Ferva Business Partners; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic business solutions provider is seeking a Team Lead to support the Call Centre Manager in overseeing day-to-day operations. This role involves supervising call centre agents, maintaining quality service, and driving team performance. The ideal candidate should have strong leadership, excellent communication skills, and the ability to foster team development. Requirements include prior experience in a call centre environment and proficiency in relevant technology tools. Join us to enhance customer satisfaction through effective team management.

Qualifications

• Previous experience in a call centre or customer service environment.
• Demonstrated leadership experience or potential.
• Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Supervise a team of call centre agents and ensure high performance.
• Monitor and evaluate customer interactions to meet quality standards.
• Assist in training new team members on procedures and skills.

Skills

Leadership qualities

Excellent communication

Problem-solving

Interpersonal skills

Education

High school diploma or equivalent; bachelor's preferred

Tools

CRM systems

Call routing software

Job description

The Team Lead will play a crucial role in supporting the Call Centre Manager and overseeing day-to-day operations to ensure the delivery of exceptional customer service. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for driving team performance and development.

Team Supervision

• Supervise a team of call centre agents, providing guidance, support, and coaching to ensure high performance, productivity, and adherence to policies and procedures.

Workflow Management

• Assist in managing daily workflow and resource allocation, including call routing, scheduling, and task assignments to meet service level agreements (SLAs) and performance targets.

Quality Assurance

• Monitor and evaluate customer interactions to ensure quality standards are met, providing feedback and coaching to team members to drive continuous improvement and excellence in service delivery.

Performance Management

• Track and analyze team performance metrics, identifying areas for improvement and implementing strategies to optimize productivity, efficiency, and customer satisfaction.

Training and Development

• Assist in training new team members on call centre procedures, product knowledge, and customer service skills, and provide ongoing training and development opportunities to enhance team performance and capabilities.
• Lead by example in delivering outstanding customer service, handling escalated inquiries and complaints with professionalism and empathy to ensure customer satisfaction and loyalty.

Communication and Collaboration

• Serve as a liaison between team members, management, and other departments, communicating effectively to ensure alignment on goals, priorities, and initiatives.

Problem Resolution

• Proactively identify and address issues and challenges affecting team performance and morale, collaborating with management to implement solutions and drive continuous improvement.

Adherence to Policies and Procedures

• Ensure team members adhere to company policies, procedures, and compliance requirements, maintaining confidentiality and data security at all times.
• Actively participate in team meetings, performance reviews, and process improvement initiatives, contributing ideas and feedback to enhance workflows, systems, and procedures.

Requirements

• High school diploma or equivalent; bachelor's degree in a related field (preferred).
• Previous experience in a call centre or customer service environment, with demonstrated leadership experience or potential.
• Strong interpersonal and communication skills, with the ability to effectively motivate, coach, and develop team members.
• Excellent problem-solving and decision-making skills, with the ability to handle difficult situations and make sound judgments under pressure.
• Proficiency in call centre technology and software applications, including CRM systems and call routing software.
• Ability to multitask and prioritize tasks in a fast-paced environment, while maintaining attention to detail and accuracy.