Heavy Commercial Vehicles (Hcv) Call Centre Team Leader

Findojobs South Africa; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading heavy commercial vehicle support firm in Gauteng seeks a Call Centre Team Leader to optimize operations and ensure exceptional customer service. Responsibilities include managing a team, implementing best practices, and analyzing data to identify improvements. Strong leadership and problem-solving skills with experience in call centre operations are required.

Qualifications

• Strong leadership and mentoring skills.
• Excellent problem-solving abilities.
• Experience in call centre operations and customer service.

Responsibilities

• Oversee daily HCV call centre operations and liaise with stakeholders.
• Lead and motivate a team of call centre agents.
• Manage call queues and address operational issues.
• Implement best practices for operational performance.
• Conduct training sessions for team skill enhancement.
• Monitor performance and implement improvement plans.
• Analyse data and provide meaningful insights for improvements.

Job description

Main Job Functions :

As the Heavy Commercial Vehicles Call Centre Team Leader, you will play a pivotal role in overseeing and optimizing the daily operations of a dynamic call centre dedicated to supporting clients and stakeholders in the heavy commercial vehicle sector. Your leadership will ensure the team provides exceptional service, resolves issues efficiently, and maintains high customer satisfaction standards.

Key Responsibilities

• Plan, manage, and evaluate the daily HCV call centre operations, liaising with internal stakeholders, service providers, and customers to ensure protocol adherence.
• Lead, mentor, and motivate a team of call centre agents, fostering a collaborative and high-performance work environment.
• Manage call queues, allocate resources effectively, and address any operational issues.
• Create and implement best practice HCV principles, policies and processes across the organization to improve operational and financial performance.
• Conduct regular training sessions to enhance team skills, knowledge, and performance, focusing on both technical aspects of heavy commercial vehicles and customer service excellence.
• Monitor and evaluate team performance, providing constructive feedback and implementing improvement plans as necessary.
• Conduct root cause analysis of failures and take corrective action.
• Recommend optimal towing modes
• Resolve problems concerning tows, recoveries, GIT, Spillages etc.
• Support continuous improvement initiatives and identify inefficiencies and cost optimization opportunities.
• Interpret trends and analyse and review data. Provide meaningful HCV data to others in the organization to aid customer service and cost improvements.
• Set departmental objectives / KPIs and review and assess the ongoing performance of direct reports.
• Develop and maintain strong relationships with all connected with the HCV process.
• Ensure all completed cases are managed timeously.
• Ensure that the HCV vehicles are towed appropriately to reduce any damage.