Contact Centre Team Leader

Er24 Contact Centre 124; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading contact centre in Gauteng seeks a Team Leader to manage a team in achieving targets. Candidates must have an NQF5 qualification in Contact Centre or related field and 2 years' experience in a customer service environment. Excellent communication and organizational skills are essential. This role offers the opportunity to lead a dynamic team in a challenging environment.

Qualifications

• An NQF5 Certificate in either Contact Centre / Management / Customer Service qualification.
• A related National Diploma (NQF level 6) is desirable.
• 2 years' experience in an omnichannel customer service contact centre environment.

Responsibilities

• Lead, manage, and guide a team to reach required targets.
• Facilitate necessary actions to achieve team objectives.

Skills

Excellent verbal and written communication skills

Time Management

Delivering results and meeting customer and team expectations

Analysing

Deciding and initiating action

Excellent administration skills

Presenting and communicating information

MS Office and PC literate

Writing and reporting

Working with people

Education

NQF5 Certificate in Contact Centre / Management / Customer Service

National Diploma (NQF level 6) in Contact Centre / Management / Customer Service

Job description

MAIN PURPOSE OF JOB

To lead, manage and guide a team to reach required targets.

KEY RESPONSIBILITY AREAS

To facilitate any necessary course of action to achieve this purpose.

REQUIRED EDUCATION

ESSENTIAL EDUCATION: An NQF5 Certificate in either Contact Centre / Management / Customer Service qualification.

DESIRED EDUCATION

A related National Diploma (NQF level 6) in either Contact Centre / Management / Customer Service.

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE: 2 years' experience in an omnichannel customer service contact centre environment.

DESIRED EXPERIENCE

3 years' experience in an omnichannel customer service contact centre environment.

REQUIRED JOB SKILLS AND KNOWLEDGE

Excellent verbal and written communication skills; Time Management; Delivering results and meeting customer and team expectations; Analysing; Deciding and initiating action; Excellent administration skills; Presenting and communicating information; MS Office and PC literate; Writing and reporting; Working with people.

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