Front Office Team Lead: Multichannel Customer Excellence

Collinson; Milnerton; On-site; ZAR 350 000 - 500 000; Full time

Job summary

A global insurance and travel solutions company seeks a Team Leader to manage a call centre team in Milnerton, South Africa. The ideal candidate will lead and motivate agents to provide exceptional customer service across various channels. Responsibilities include monitoring performance against key performance indicators, providing coaching, and facilitating team development. Strong leadership skills and experience in a customer service environment are essential for success in this role. Competitive compensation and opportunities for growth are offered.

Qualifications

• Proven experience in a similar team leader or supervisor role within a call/contact centre.
• Strong people management and coaching skills with the ability to inspire and lead by example.
• Proficient in using contact centre systems and reporting tools.

Responsibilities

• Lead and manage a team of call centre agents to deliver outstanding customer service.
• Monitor performance against KPIs and drive continuous improvement.
• Act as a referral point for complex queries and complaints.

Skills

Team leadership

Customer service management

Coaching skills

Communication skills

Data-driven decision making

Problem-solving

Tools

CRM platforms

Contact centre systems

Job description

A global insurance and travel solutions company seeks a Team Leader to manage a call centre team in Milnerton, South Africa. The ideal candidate will lead and motivate agents to provide exceptional customer service across various channels. Responsibilities include monitoring performance against key performance indicators, providing coaching, and facilitating team development. Strong leadership skills and experience in a customer service environment are essential for success in this role. Competitive compensation and opportunities for growth are offered.