Team Leader: Customer Call Centre: Fixed-Term Contract For 9 Months: Centurion

Affirmative Portfolios; Gauteng; On-site; ZAR 602,000 - 736,000; Full time

Job summary

Affirmative Portfolios is seeking a Team Leader for the Customer Call Centre in Centurion, Gauteng. The fixed-term contract lasts 9 months and focuses on supervising the call centre, handling escalated queries, and ensuring efficient end-to-end service for claimants.

Applicants should have a bachelor's degree or advanced diploma in communications, marketing or customer care, with 5 years in a call centre environment (2 years supervisory). PWD applicants are encouraged to apply.

Qualifications

• Bachelor's degree or advanced diploma in communications, marketing or customer care.
• A call centre qualification will be advantageous.
• 5 years experience in a call centre, of which 2 years in a supervisory role.
• PWD applicants are encouraged to apply.

Responsibilities

• Supervise the call centre and manage escalated queries.
• Ensure end-to-end call centre service to claimants and provide information.
• Monitor call volume; assist with staffing and process improvements to meet SLAs.
• Coordinate stakeholder communications and coach team members.

Skills

Supervisory experience

Call centre knowledge

Communication

PowerPoint

Excel

MS Project

Customer service orientation

Education

Bachelor's Degree / Advanced Diploma in Communications, Marketing or Customer Care

Tools

MS Project

Excel

PowerPoint

Word

Job description

Team Leader: Customer Call Centre: Fixed-term Contract for 9 months : Centurion Admin and Office Management ~ Sales / Marketing / Communications
Centurion - Gauteng

Team Leader: Customer Call Centre: Fixed-term Contract for 9 months : Centurion : Salary R668,708.00pa

Purpose of the role:

Reporting to the Manager: Customer Centre, the successful incumbent is responsible for supervising the call centre, providing support on the escalated queries and complaints of clients who need to lodge claims or follow-up on the progress of a claim. The incumbent will be responsible for the efficient running of the call centre unit by supervising and providing effective end-to-end call centre service to claimants on processes.

Minimum Requirements and Experience

Bachelors Degree/ Advanced Diploma in: (N7)

• Communications or Marketing or Customer Care related qualification.

A call centre qualification will be advantageous.

Relevant 5 years experience in:

• a Call Centre-related environment of which 2 years must be on a supervisory level.

Persons with disabilities (PWD) are encouraged to apply.

Key Performance Areas

Customer Experience

• Analyse call volume, keep manager informed of call volume changes, and recommend optimal required staff or if change of process will assist in meeting Service Level Agreements.


• Ensure all calls are answered in a timely manner.


• Ensure the safety of staff and the general public through fast and efficient emergency handling.


• Coordinate and monitor system operations done by the control centre to equip front office staff with correct information to customers.


• Recommend gadgets to enhance job performance at the call center.


• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.


• Ensure the effective and efficient running of the Call Centre.


• Ensure adherence to the time allocated for customer service operations.

Handle Queries on Resolution of Claims and Process

• Monitor adherence of the quality assurance processes.


• Assist with escalated customer queries and complaints resolution.


• Provide accurate information on claim status.


• Advise on processes for lodging a claim and applicable documents.


• Provide information and guidance to claimants and attorneys on termination of mandate process.


• Provide guidance in accordance with company Acts and regulations.

Reporting

• Contribute to the preparation and submission of Regulation reports.


• Aid in the development of functional reporting systems, for management, project or performance reporting.


• Preparation and analysis of the post call survey report.

Stakeholder Management

• Aid in proactive and progressive relationships with key stakeholders.


• Deal with inquiries and requests for information from both internal and external stakeholders.


• Aid in the maintenance of relationships with, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.

People Management

• Ensure that good employees relations are maintained.


• Provide ongoing support and coaching for employees.


• Ensure that all employees have entered into performance contracts/agreements within the unit.


• Conduct periodic employees performance reviews and assessments.


• Develop budgets for the department.

Technical and Behavioral Competencies Required

• Planning, organising and coordinating.


• Personal mastery.


• Judgment and decision making.


• Ethics and values.


• Client service orientation.


• Ability to unpack Policies and Standard Operating Procedures and advise on processes.


• Proficient with PowerPoint, Excel, word, PowerPoint and MS project


• Strong understanding of operations.


• Comfortable working with customers.


• Knowledge of customer relationship management.


• Understanding of data entering.Customer service knowledge.


• Ability to identify training and coaching gaps.

NB: Should you not be contacted within 2 weeks of your application, please consider it as unsuccessful.

Team Leader: Customer Call Centre: Fixed-term Contract for 9 months: Centurion • Centurion, South Africa