Team Leader: Customer call centre

Tafadzwa Consulting; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Tafadzwa Consulting seeks an experienced supervisor for a call centre environment, with at least five years in related roles and a minimum of two years in supervision. The candidate should hold a relevant degree or diploma in communications, marketing or customer care, and a call centre qualification is advantageous.

Key competencies include planning, decision-making, ethics, customer service orientation, SOP guidance, and proficient MS Office skills.

Qualifications

• Bachelor's Degree or Advanced Diploma in Communications, Marketing, Customer Care, or a related qualification.
• A call centre qualification will be an advantage.
• Five or more years of relevant call centre experience, including at least two years in a supervisory role.

Skills

Planning

Personal mastery

Judgement & decision-making

Ethics & values

Client service

SOP interpretation

MS Office

Operational processes

Customer confidence

CRM knowledge

Data entry

Customer service basics

Training needs analysis

Education

Bachelor's Degree or Advanced Diploma in Communications, Marketing, Customer Care, or a related qualification

Call centre qualification (advantage)

Job description

Qualifications and Experience

Bachelors Degree or Advanced Diploma in Communications, Marketing, Customer Care, or a related qualification. A call centre qualification will be an advantage. At least five (5) years of relevant experience in a call centre-related environment, of which at least two (2) years must be at a supervisory level.

Technical and Behavioural Competencies Required

• Planning, organising, and coordinating.
• Personal mastery.
• Judgement and decision-making.
• Ethics and values.
• Client service orientation.
• Ability to interpret policies and Standard Operating Procedures (SOPs) and provide guidance on processes.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Microsoft Project.
• Strong understanding of operational processes.
• Confidence and competence in dealing with customers.
• Knowledge of customer relationship management.
• Understanding of data capturing and entry.
• Knowledge of customer service principles and practices.
• Ability to identify employee training and coaching needs.