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Call Center Team Leader
PlaceTalentPretoria, South Africa30+ days ago
Job descriptionLead, motivate, and mentor a team of customer service representatives to achieve performance targets and exceed customer expectations. Monitor team performance through KPIs and quality metrics, providing regular feedback and coaching to improve individual and team results. Conduct training sessions for new and existing team members, ensuring they are well-equipped to handle customer inquiries effectively and professionally. Efficiently manage call center workflow, ensuring smooth operations and adherence to schedules. Handle escalated customer inquiries or complaints with professionalism and a focus on resolution. Generate and analyze performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction. Maintain quality assurance standards to ensure consistent service quality and adherence to company policies and procedures. Foster open communication within the team and act as a liaison between the team and senior management, conveying feedback, challenges, and opportunities. Ensure team members comply with company policies, procedures, and compliance requirements.
Minimum Requirements :
- Pharmacists Assistant Post-Basic Certificate preferred
- Strong leadership and interpersonal skills
- Excellent communication and problem-solving abilities
- Ability to work under pressure and meet performance targets
- Knowledge of relevant health industry regulations and best practices
Key Accountabilities :
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Team Leader • Pretoria, South Africa
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