Customer Service Team Leader

Overview

Customer Care Team Leader

CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as a consultant and be part of a thriving team with many career development opportunities.

Responsibilities

• To guide and support team members
• Driving operational and technological efficiencies within the team
• Handling difficult customer complaints or enquiries
• Drive quality control and ensure corrective action are taken where required
• Analyse performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken
• Forecasting capacity against plan on a weekly/monthly basis
• Ensure adherence to the operational policies and procedures
• Participating in the recruitment and selection of staff
• Monitor performance on regular basis and provide constructive feedback
• Pro-actively encourage high performance at all times
• Ensure all staff issues are dealt with appropriately and within a timely fashion
• Ensure all daily, weekly and monthly workloads are completed
• Motivating, developing and retaining staff
• Identifying staff training needs and planning of training sessions
• Adhering to all HR policies and procedures

Requirements

• Min 2+ years customer service team leader experience
• Strong sales ability & ability to handle client objections
• Proven track record of meeting targets
• Excellent communication skills in English & 1 other language
• Background in telecommunications will be an advantage
• Clear criminal records
• Strong analytical and problem-solving skills
• Able to work in a fast paced environment

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