Customer Service Centre Team Leader

Description

• Inbound Team Leader manages a group of Customer Contact agents effectively, trains them, ensuring customer service and service standards are adhered to
• This includes promoting staff development, seeking, and creating opportunities, helping staff act on their developmental needs and setting challenging goals
• Responsible for overseeing the performance of a team of CSC agents and provide leadership, coaching and support to the team
• Responsible for managing shift schedules, training staff, allocating duties, and handling problems or queries that require a higher level of authority
• Responsible for reviewing employee performance, and report progress to the call or CSC Manager
• Required to work shift work, including weekends, public holidays, and evenings
• Host one-on-one discussions and create great place to work
• To manage the applicable shifts in the department, ensuring the Customer Contact Centre is always manned properly
• Escalate any appropriate problems to senior management and Risk management
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Monitoring and Consistent skilling and upskill of CSC agents
• Closely managing queues to ensure low Abandonment rates
• Execution of Customer Strategy and Delivering operational excellence
• Team leader is also responsible for all training needs within the department

Duties

• Work closely with the team, motivating and coaching them
• Proactively manage customer issues and act as an escalation point
• To ensure staff is trained appropriately to sell the bank’s products
• Monitoring and assessing agent performance against a set of criteria
• Implementing agent training and coaching initiatives on a regular basis
• Hosting feedback sessions and team meetings, giving feedback to agents on their progress and how they can improve
• Keeping abreast with business developments and new product lines for training purposes
• Identifying and helping to implement tools that will improve agent performance
• Exceed performance targets around Customer Satisfaction and team productivity
• Responsible for the management of client relationships by ensuring that clients are handled in a professional manner
• Responsible for effective and efficient service administration
• By using electronic performance monitoring technology via the Presence system, to monitor the performance of employees during calls, and check that service level requirements are being met
• Lead and inspire a team of CSC Inbound agents to deliver excellent levels of individual/team performance and customer satisfaction
• Administration:
• Ensuring that call logs and reports are completed timeously as outlined in the service level agreement
• Monitoring CSC agents’ performance directly from Presence system
• Observing call centre trends and report back to management
• Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Providing customer feedback and internal compliance feedback to management
• Internal Relationships:
• Working closely with Management and staff across the Capricorn Group
• External Relationships:
• Customers

Requisites

• Grade 12
• Postgraduate in Business Administration or Banking
• Experience:
• 3-5 general banking/sales and service experience
• Experience of Contact Centre or any other related qualification is an advantage

Notes

• Only shortlisted applicants will be contacted