Assistant Manager jobs in South Africa

The Team Lead will play a crucial role in supporting the Call Centre Manager and overseeing day-to-day operations to ensure the delivery of exceptional customer service. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a passion for driving team performance and development.

• Supervise a team of call centre agents, providing guidance, support, and coaching to ensure high performance, productivity, and adherence to policies and procedures.

• Assist in managing daily workflow and resource allocation, including call routing, scheduling, and task assignments to meet service level agreements (SLAs) and performance targets.

• Monitor and evaluate customer interactions to ensure quality standards are met, providing feedback and coaching to team members to drive continuous improvement and excellence in service delivery.

• Track and analyze team performance metrics, identifying areas for improvement and implementing strategies to optimize productivity, efficiency, and customer satisfaction.

• Assist in training new team members on call centre procedures, product knowledge, and customer service skills, and provide ongoing training and development opportunities to enhance team performance and capabilities.
• Lead by example in delivering outstanding customer service, handling escalated inquiries and complaints with professionalism and empathy to ensure customer satisfaction and loyalty.

• Serve as a liaison between team members, management, and other departments, communicating effectively to ensure alignment on goals, priorities, and initiatives.

• Proactively identify and address issues and challenges affecting team performance and morale, collaborating with management to implement solutions and drive continuous improvement.

• Ensure team members adhere to company policies, procedures, and compliance requirements, maintaining confidentiality and data security at all times.
• Actively participate in team meetings, performance reviews, and process improvement initiatives, contributing ideas and feedback to enhance workflows, systems, and procedures.

• High school diploma or equivalent; bachelor's degree in a related field (preferred).
• Previous experience in a call centre or customer service environment, with demonstrated leadership experience or potential.
• Strong interpersonal and communication skills, with the ability to effectively motivate, coach, and develop team members.
• Excellent problem-solving and decision-making skills, with the ability to handle difficult situations and make sound judgments under pressure.
• Proficiency in call centre technology and software applications, including CRM systems and call routing software.
• Ability to multitask and prioritize tasks in a fast-paced environment, while maintaining attention to detail and accuracy.