Call Centre Team Leader - Fixed Term Position

Call Centre Team Leader - Fixed Term Position
Our company is looking for a suitably qualified and experienced Call Centre Team Leader to join our dynamic team.

About Us:

The Engineering Council of South Africa (ECSA) is a statutory body charged with the mandate to regulate the engineering profession in accordance with the Engineering Profession Act 46 of 2000.

Position Summary: The Call Centre Team Leader

Responsible for the provision of support to the Quality Manager in the efficient Management and Administration of the Contact Centre and Reception Operations to enable an efficient communication platform between ECSA and its Stakeholders.

Position Type:

Fixed Term Position.

Key Responsibilities:

Staff supervision and performance monitoring;
Ensure training and development of staff in accordance with the staff development plan;
Champion the organisational mandate by providing direct and indirect support to Managers and Executives;
Advice on budget for Business Unit functional and support costs and obtain approval for the authorization of costs related to Business Unit Operations;
Recruitment, training and preparation of Call Centre Agents to respond to customer questions and complaints, including trouble shooting problems related to services or products;
Ensuring agents understand and comply with all call centre objectives, performance standards, and process maps;
Responding to agents questions regarding best practices or difficult calls;
Identification of operational issues and suggest possible improvements;
Working with other supervisors and management team members to support agents and maximize customer satisfaction;
Development of Contact Centre job aids / manuals to support the Contact Centre agents in the execution of their duties;
Consolidate customer query register timeously;
Updating the Call Centre job aids/manual in line with policy changes and ensures the proper maintenance of telephones.
Qualifications, Experience and Other Requirements:

Grade 12;
Diploma in Call Centre or Business Administration;
Five years customer service experience with at least two years at supervisory level in leading teams (Call Centre environment preferred);
Planning, decision making and organising skills;
Knowledge of legislation relating to Call Centre or Reception;
Proficiency in Microsoft Office Suite.
Salary: Market Related


Apply Here http://bit.ly/2AXnRw7

Job id : , #68747, 13 views,

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