Contact Center Leader

Purpose of the Job

To manage the daily operations of the contact center through training and monitoring the team to achieve the highest level of quality and productivity.

Job Description

• Has intimate knowledge of customer needs and ability to provide solutions
• Work with CSD manager to develop and implement service initiatives to improve the customer experience
• Adhere to customer service policies and procedures to maximize the customer satisfaction in every customer transaction
• Analyze sources of service failures, identify probable route causes and recommend solutions
• Continuously encourage the team to solve customer enquiries and complaints
• Manage daily customer complaints and ensure timely resolution
• Develop and coach the team on dealing with customer requests, enquiries, and complaints
• Handle all escalated queries
• Monitor daily call stats of the team
• Training and coaching of standard operation procedures of the department
• Handle all overflow of calls and incoming calls
• Planning team shifts and leave days
• Resource management, people and equipment
• Updating of performance management sessions of agents
• Complete missing parcel procedure
• Ensure all late freight \ line hauls and deliveries are actioned timeously, allocate queries to agents via email
• Resolve standard customers’ requests and route issues that require follow-up to customer service, commercial and operational teams
• Communicates customer inquiries/messages/feedback to relevant team members
• Provide satisfactory service to customers
• Handle escalated queries from branches, agents and clients
• Full resolution of escalated queries in the most efficient time

 

Job Requirements - Experience and Education

• Minimum requirement is a Matric (Grade 12)
• Three years of call center experience
• Proven track record with managing a team
• Strong communication skills – Excellent command of the English language
• Customer Centric Personality
• Computer Proficiency
• Minimum of 3 years’ experience within related field
• Exceptional people skills
• Ability to work under pressure and meet deadlines

Leadership Behaviors Building Outstanding TeamsCollaborate & break silosExecution & AccountabilityExternal focusGrowth mindsetInclusionInnovationSetting a clear directionSimplificationSkills Analytical ThinkingCommunication SkillsConflict ResolutionCrisis ManagementCross Functional Relationship ManagementInterpersonal And Relationship-Building SkillsInterpersonal SkillsNegotiation SkillsProblem SolvingTeam CollaborationTeam Leadership