We are looking for a professional, High performance individual with sound leadership and communication skills.
Exciting opportunities for a Team Leader has just become available on our new multi-channel campaign.
We are looking for a professional, high performance individual, with sound leadership and problem-solving skills, to lead teams of Customer Service, Back Office and Collections Associates to achieve performance targets, while building a positive, people-focused environment.
Key Responsibilities:
- Driving Operational Excellence
- Leading a team of Associates to perform effectively against targets/service level agreements
- Reviewing and managing each team member’s performance
- Identifying and communicating barriers to performance/service delivery to the Group Manager
- Ensuring adherence to Standard Operating Procedures and company policies
- Team Leadership
- Having regular Team Meetings, as well as individual Status Sessions with each team member
- Actively supporting the team to meet their deadlines and targets
- Driving team-building initiatives and supporting company activities
- Supporting the team through periods of change
- Learning & Development
- Working closely with Operations Support, Training & HR to support the journey of new starters
- Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
- Ensuring that each team member has a Personal Development Plan
Working Hours:
- The campaign’s operational hours are 09h00 – 20h00, Mondays to Saturdays (working hours may include public holidays
Qualifications Required:
- A Matric/Grade 12 Certificate or equivalent with English and Maths/Accounting
- A relevant tertiary qualification (preferably in Business Administration/Management, Engineering, Commerce, Finance and/or Accounting)
Experience, Knowledge, Skills and Attributes Required:
Essential
- A proven track record of 2-3 years’ management experience in a multi-channel customer service /contact centre environment, preferably dealing with international clients
- Proficiency in the following Microsoft packages (Word, Excel & Outlook)
- Sound problem solving and decision-making skills
- Sound team management & leadership skills
- Excellent interpersonal and communication skills
- Strong numerical ability
- Effective negotiation, influencing and persuasion skills
- Strong administrative and organisational skills
- Client-focused
- Results-driven team player
- High attention to detail and accuracy
- The ability to adapt to change quickly, in a fast-paced environment
- Prioritise and manage work flow
- Analyse, validate and interpret data/reports
- Resolve conflict situations amicably
Ref: CPT001629/YS