Customer Support Team Leader- HomeChoice (Northern Suburbs (Cape))

2020/10/20
Reference Number
HCH-1765
Description

Purpose of the role

The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of Customer Support / Service Agents, ensuring that key performance requirements and operational efficiencies are achieved in line with the company objectives.

Key Performance Areas

Ensure that an exceptional customer experience is consistently achieved

  • Ensure that the team achieves the agreed performance targets and that all customer queries are resolved effectively and efficiently within the set turnaround times
  • Attend to all escalated matters from Agents or Customers, ensuring customer satisfaction is maintained
  • Promote excellent customer service orientation within team of Agents and across the wider business
  • Continuously improve customer experience and service delivery statistics
  • Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity

Make sure that all operational and quality efficiencies are adhered to

  • Drive the teams efficiency targets
  • Establish and maintain productivity standards that are in line with business requirements
  • Consistently drive productivity by ensuring adherence to the workflows
  • Identify and escalate possible risk to the business as a result of procedural or system gaps

Ensure service level agreements are adhered to

  • Ensure that the departments service level agreements are in place and are achieved
  • Constantly engage with management regarding any challenges identified to mitigate through appropriate measures

People management

  • Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
  • Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards
  • Foster an environment that encourages and rewards innovation and challenges current methodologies
  • Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
  • Initiate and participate in motivational team and departmental activities
  • Effective workforce planning ensuring adequate resources are in place to meet departmental objectives by being actively involved in the talent acquisition process
  • Identify and manage behaviour in line with prescribed legislation and company policies and procedures

Reporting

  • Capture required data in order to ensure all systems are up to date and accurate
  • Manage and track the team’s performance hourly, daily, weekly and monthly
  • Provide accurate reports in line with the departments requirements
  • Identify adverse variances and / or negative trends and proactively develop action plans to address this
  • Provide operational feedback to the Management team by identifying trends through data analysis

Projects

  • Participate in any projects as per the agreed KPA
  • Assist with the implementation and optimization of projects and assignments
Requirements

Qualifications & Accreditations

Grade 12 / Matric or Equivalent qualification

 Experience & Skills

  • Minimum of 3 years’ experience within the Customer Service / Support (inbound) industry in a Contact Centre environment
  • Must have at least 1 to 2 years’ experience in leading a team within a deadline driven environment
  • Competent in MS Office packages, particularly MS Word, Excel and Outlook
  • Clear credit and criminal record
  • Effective communication skills (verbal and written)
  • Must be available to work shifts , weekends and public holidays

Attributes & Behaviours

  • Strong motivational and leadership abilities with a positive attitude
  • Effective decision making and problem solving abilities
  • Display a customer centric attitude
  • Recognise opportunities for improvement and use initiative to introduce them
  • Excellent interpersonal and communication (both verbal and written) skills
  • Ability to work independently as well as within a team
  • Excellent planning and organisational skills with a proactive approach
  • Good analytical ability with excellent attention to detail
  • Resilient and change orientated
Work Level
Mid-Level
Job Type
Permanent
Salary
Market Related
EE Position
No
Location
Northern Suburbs (Cape)