Team Leader - Utilities Contact Centre

We are looking for self-motivated, results-oriented, mature individuals with sound leadership skills to be responsible for driving performance and achieving the agreed KPIs while building a positive, people-focused team environment.

Key responsibilities will include:

1. Driving Operational Excellence
2. Leading a team of Customer Service Associates to perform effectively against set targets/KPIs.
3. Ensuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs.
4. Reviewing and managing each team member's performance.
5. Identifying and communicating barriers to performance/service delivery to the Deputy Manager.
6. Ensuring adherence to Standard Operating Procedures and company policies.
7. Team Leadership
8. Keeping the team informed of anything happening that may impact them.
9. Establishing good rapport within the team and with other teams.
10. Having regular Team Meetings as well as individual Status Sessions with each team member.
11. Actively supporting the team to meet their deadlines and targets.
12. Driving team-building initiatives and supporting company activities.
13. Living the company's values in all day-to-day activities.
14. Being a role model to the team.
15. Supporting the team through periods of change.

Learning & Development

1. Working closely with Operations Support, Training & HR to support the journey of new starters.
2. Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets.
3. Ensuring that each team member has a Personal Development Plan.
4. Attending all meetings and training as per client and company requirements to keep up to date all relevant client and company information.

We are looking for individuals who:

Have:

1. A Matric Certificate, preferably with a relevant qualification in Business Administration and/or Management.
2. A proven track record of 2 years experience in contact centre leadership/management, preferably in an outbound and collections context.
3. Sound verbal and written communication skills in English.
4. A customer-centric approach to resolving user queries.
5. Excellent interpersonal skills.
6. A can-do attitude, high energy, and drive.
7. Proficiency in the following Microsoft packages (Word, Excel & Outlook).
8. Effective problem-solving and decision-making skills.
9. Sound team management & leadership skills.
10. Strong administrative and organisational skills.

Are:

1. Accountable and take ownership.
2. Able to behave in a professional manner and with absolute discretion in all situations.
3. Able to resolve complex customer complaints or enquiries.
4. Able to gather and analyse information.
5. Agile and able to adapt to change quickly in a fast-paced environment.
6. Able to cope with pressures and setbacks.
7. Able to manage and resolve conflict.

Qualifications: Matric

Remote Work: Employment Type:

Key Skills

Hyperion, Acquisition, Asset, ABAP, Basic, Activex