Description:
We are seeking a dynamic and results-driven Contact Centre Team Leader to oversee the daily operations of our Contact Centre team. This role is responsible for managing escalations, ensuring SLA adherence, and driving a high-performance culture through coaching, motivation, and continuous service improvement. The ideal candidate is a hands-on leader with strong operational insight and a passion for delivering exceptional customer service.
Key Responsibilities
- Monitor and manage daily, weekly, and monthly reports , including:
- Team performance (punctuality, phone and ticket SLA)
- Root cause analysis (query types, recurring vendor issues)
- Major outages impacting the Contact Centre
- Voucher reversal tracking
- Identify operational inefficiencies and implement corrective actions
- Compile and manage staff rosters (leave, training, scheduling)
- Lead the team’s daily operations, ensuring effective response times and issue resolution
- Collaborate with the 2IC team to manage queue activity and inbound call volumes
- Maintain awareness of real-time metrics (calls waiting, abandonment rate, etc.)
- Foster a positive team environment through effective communication and motivation
- Partner with internal teams (QA, Trainer, etc.) to review and refine processes and procedures
- Support management with ad-hoc projects and operational initiatives
- Conduct regular 1:1 sessions and team feedback meetings
- Take ownership of complex escalations unresolved by Level 1 or 2IC teams
- Participate in the standby roster
- Fulfil additional responsibilities as required based on business needs
Minimum Requirements
- Matric (Grade 12)
- Strong computer literacy
- Proven Contact Centre and Client Services experience
- Demonstrated leadership experience , including performance management
- Financial exposure (e.g., handling investigations, debtors/creditors)
Behavioural Competencies
- Meticulous attention to detail and accuracy
- Exceptional customer service orientation
- Motivated, proactive with a positive, can-do attitude
- Professional, yet personable
- Strong organisational skills with the ability to draft/review procedures
- Able to remain calm and perform under pressure
- Conflict management and problem-solving capabilities
- Ownership mentality – able to manage escalations through to resolution
- Reliable transport – this is a non-negotiable requirement
- Excellent verbal and written communication skills
- Creative and innovative thinker
- Resilient under tight deadlines and changing priorities
Requirements:
- Monitor and manage daily, weekly, and monthly reports , including:
- Team performance (punctuality, phone and ticket SLA)
- Root cause analysis (query types, recurring vendor issues)
- Major outages impacting the Contact Centre
- Voucher reversal tracking
- Identify operational inefficiencies and implement corrective actions
- Compile and manage staff rosters (leave, training, scheduling)
- Lead the team’s daily operations, ensuring effective response times and issue resolution
- Collaborate with the 2IC team to manage queue activity and inbound call volumes
- Maintain awareness of real-time metrics (calls waiting, abandonment rate, etc.)
- Foster a positive team environment through effective communication and motivation
- Partner with internal teams (QA, Trainer, etc.) to review and refine processes and procedures
- Support management with ad-hoc projects and operational initiatives
- Conduct regular 1:1 sessions and team feedback meetings
- Take ownership of complex escalations unresolved by Level 1 or 2IC teams
- Participate in the standby roster
- Fulfil additional responsibilities as required based on business needs
- Team performance (punctuality, phone and ticket SLA)
- Root cause analysis (query types, recurring vendor issues)
- Major outages impacting the Contact Centre
- Voucher reversal tracking
- Matric (Grade 12)
- Strong computer literacy
- Proven Contact Centre and Client Services experience
- Demonstrated leadership experience , including performance management
- Financial exposure (e.g., handling investigations, debtors/creditors)
- Meticulous attention to detail and accuracy
- Exceptional customer service orientation
- Motivated, proactive with a positive, can-do attitude
- Professional, yet personable
- Strong organisational skills with the ability to draft/review procedures
- Able to remain calm and perform under pressure
- Conflict management and problem-solving capabilities
- Ownership mentality – able to manage escalations through to resolution
- Reliable transport – this is a non-negotiable requirement
- Excellent verbal and written communication skills
- Creative and innovative thinker
- Resilient under tight deadlines and changing priorities
15 May 2025;
from:
careers24.com