Contact Centre Team Leader

Clicks Group Limited

Wes-Kaap

On-site

ZAR 250,000 - 380,000

Full time

3 days ago

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Job summary

Clicks Group in Western Cape is seeking a Customer Services team leader to manage a skilled group in the Contact Centre. You will guide delivery of professional service to the public and ensure timely resolution of enquiries and complaints while meeting the group's strategic objectives.

You will recruit, induct and develop staff, schedule resources, monitor performance against KPIs, and produce regular reports.

Qualifications

Matric: Essential
Tertiary qualification: Desirable
Essential: 2 years in a retail ecommerce
Essential: 2 years social media community management
Essential: 2 years people management
Essential: 2 years as a team leader in a contact centre
Essential: 2 years report compilation
Essential: 2 years working experience with customer centre systems

Responsibilities

To recruit, induct and develop contact centre teams to deliver high quality customer service through the timeous resolution of enquiries, complaints and correspondence.
To supervise the workload of the teams by scheduling resources according to operational requirements, to optimise service provision and administrative support across the working hours of the Contact Centre.
To handle, manage and resolve all escalated customer complaints
To monitor and identify areas of improvement within the service environment by liaising with internal and external stakeholders and by making recommendations to improve services in order to ensure the satisfaction of internal and external customers.
To ensure that the team follows established procedures for each service request by logging, processing and investigating the progress of enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
To ensure statistical information is produced, colated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
To produce weekly, monthly and quarterly reports as required.
To support the Contact Centre Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.
To implement and ensure understanding of all relevant policies related to the Contact Centre by ensuring staff compliance.
To timeously attend to all administrative functions related to the contact centre by accurately submitting documentation to relevant stakeholders.
To provide Quality Assurance, identify training needs, coaching and support to the team.

Skills

Coping with pressure

Analysing

Leading and Supervising

Team leadership

People management

Education

Matric

Tertiary qualification: Desirable

Tools

Microsoft Office

Contact Centre systems

Job description

Job category: FMCG, Retail, Wholesale and Supply Chain

Location: Western Cape

Contract: Permanent

Remuneration: Market Related

EE position: Yes

About our company

Clicks Group

Introduction

To manage a team of skilled Customer Services Consultants, delivering professional customer service to the public and a high quality front line service to Clicks Group customers to meet the strategic objectives of the Group Contact Centre.

To recruit, induct and develop contact centre teams to deliver high quality customer service through the timeous resolution of enquiries, complaints and correspondence.
To supervise the workload of the teams by scheduling resources according to operational requirements, to optimise service provision and administrative support across the working hours of the Contact Centre.
To handle, manage and resolve all escalated customer complaints
To monitor and identify areas of improvement within the service environment by, liaising with internal and external stakeholders and by making recommendations to improve services in order to ensure the satisfaction of internal and external customers.
To ensure that the team follows established procedures for each service request by logging, processing and investigating the progress of enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
To produce weekly, monthly and quarterly reports as required.
To support the Contact Centre Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.
To implement and ensure understanding of all relevant policies related to the Contact Centre by ensuring staff compliance.
To timeously attend to all administrative functions related to the contact centre by accurately submitting documentation to relevant stakeholders.
To provide Quality Assurance, identify training needs, coaching and support to the team.

Qualification:

Matric: Essential

Tertiary qualification: Desirable

Experience:

Essential: 2 years in a retail ecommerce

Essential: 2 years social media community management

Essential: 2 years people management

Essential: 2 years as a team leader in a contact centre

Essential: 2 years report compilation

Essential: 2 years working experience with customer centre systems

Skills &Abilities:

Computer literacy (full Microsoft office suite)