Call Centre Team Leader

🗏Job Type

Full Time

Leading Company based in Rosebank is looking for a Call Centre Team Leader to join their team. The successful candidate MUST have Insurance/Banking experience and must have at least 2 years' experience managing a team.




KEY PERFORMANCE AREAS

General

• Monitor that the call centre agents are following the correct procedures/process when logging calls

• Assist call centre agents that are away/sick with their calls that have been logged

• Assign the calls that are auto-re-assigned (check previous logs)

• Pull settlement reports for the agents

• Check and monitor the daily helpdesk reports

• Set up the monthly after hours roster

• Assist the call centre agents in every area of their job as and when the need arises

• Track and monitor complaints and problems

• Assist agents with problem calls

• Escalate complaints/problems to the call centre manager if unable to resolve problem/complaint

• Escalate any call centre issues to the call centre manager

• Keep the call centre manager updated on any operational issues that may arise that effects the call centre SLA’s

• Adhoc duties



COMPETENCIES

Qualifications

• Matric

• Post Matric qualification advantageous



Specific Skills (Technical):

• Minimum 2-years related supervisor experience in a call Centre environment within the insurance industry

• Decision making and problem solving skills

• Coaching / training skills

• Mentoring skills

• Staff management/ supervision skills

• Telephone skills



The successful applicant must have:

• Good verbal and written communication skills

• A high level of client service orientation

• The ability to work with people at all levels (clients and management)

• Hands on management style rather than remote style i.e. must be willing to help team members in order to achieve results

Matric

2 years + experience managing a call centre team

Own transport

R18 000 - R20 000 per month



Apply Here http://bit.ly/2AFEfOd

Job id : , #74305, 99 views,

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