Customer Service Team Leader --- AA Position

Job Purpose: To oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Customer Service Advisors. 1. Skills & Competency Requirements • Grade 12/NQF4 • Proficient in at least 3 of the South African Languages including IsiXhosa. • 3 years’ experience as a Team Leader/ Supervisor • Intermediate Computer Skills • Team management experience • Coaching and Mentoring skill • Excellent communication skills • Experience in customer services • Excellent leadership skills • Training and Skills Development • Ability to deal with demanding customers and escalations. • Energetic and motivating individual • Creative thinker 2. Responsibilities • The Team Leader will be responsible for managing a team of Advisors. • Assist Advisors in meeting all targets. • Reviewing performance and coaching them as well. • Advisors adhere to company policies and procedures. • Reach and maintain 90% SLA on Telkom Calls. • Assist the team to achieve 70% + on their Call Evaluations. • Lead and inspire a team of agents to deliver excellent team performance and customer satisfaction. • Ensure training and development plans are maintained for all team members. • Ensure attendance and retention targets are achieved. • Support the Manager to deliver business targets and objectives and create a performance orientated culture. • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team. • Work with the management team to identify and deliver positive change and business efficiencies. • Deliver the allocated part of the operation within agreed budgets, service levels and business targets.