Call Centre Team Leader (Roadside/Emergency Services) - Roodepoort

Talent Evolution; Johannesburg; On-site; ZAR 280,000 - 420,000; Full time

Job summary

Talent Evolution in South Africa is seeking a capable contact centre leader for Roadside Assistance. The role requires a minimum of two years in a contact centre, including experience at the 2IC level, and a strong grasp of call centre metrics.

You should be proficient in English and Afrikaans, with additional indigenous SA language knowledge being advantageous. Strong leadership, reporting, and a proactive approach are essential.

Qualifications

• Grade 12 required.
• 2+ years in Roadside Assistance contact centres.
• 1+ year at 2IC level preferred.
• Call Centre Mgmt qualification (NQF4) advantageous.
• Strong systems and product knowledge.
• Fluent in English and Afrikaans.
• Other SA language advantageous.
• Proficient in Windows and MS Office.
• Strong call centre metrics & performance knowledge.
• Excellent telephone and written communication.
• Strong problem-solving and customer service orientation.
• Assertive with sound judgement.
• Ability to lead, motivate and develop a team.
• Strong reporting and analytical skills advantageous.
• Self-starter with proactive, energetic, results-driven approach.

Skills

Contact centre experience

Roadside Assistance knowledge

2IC experience

English & Afrikaans proficiency

Additional SA language advantageous

Call centre metrics

Customer service orientation

Problem solving

Decision making

Leadership and team development

Reporting and analytics

Proactive / self-starter

Assertive communication

Education

Grade 12

Call Centre Management qualification (NQF 4)

Tools

Windows

MS Office

Job description

Role Requirements

• Grade 12 Essential.
• Minimum 2 years contact centre experience, specifically within Roadside Assistance.
• Minimum 1 years experience at 2IC level within a similar contact centre environment would be advantageous.
• Call Centre Management qualification at NQF Level 4 would be advantageous.
• Excellent knowledge of relevant systems and products.
• Proficient in English and Afrikaans.
• Proficiency in at least one additional indigenous South African language would be advantageous.
• Competent in Windows and MS Office.
• Good understanding of call centre metrics, principles and performance management.
• Strong telephone and written communication skills.
• Strong problem-solving ability with a high level of customer service orientation.
• Assertive, with sound judgement and decision-making ability.
• Ability to lead, motivate and develop a team.
• Strong reporting and analytical skills would be advantageous.
• Self-starter with a proactive, energetic and results-driven approach.