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Operations Technical Support Team Leader – Cape Town.
A vacancy exists for a Team Leader – Operations Technical Support within the VAS and Card division, Kazang, in Cape Town.
The Team Leader will manage the team’s operations and escalations on a daily basis. The purpose of the role is to ensure all tasks are carried out within SLA while adhering to process and procedure, and to achieve excellent standards of customer service and satisfaction through effective personal customer relations skills.
The Team Leader will lead, coach, and motivate a team of Contact Centre advisors to deliver departmental KPI’s, targets, and objectives.
Key Responsibilities include, but are not limited to:
- Daily / Weekly / Monthly reporting
- Punctuality, Phone, and CMS SLA
- Vendor performance
- Major outages affecting the Contact Centre
- Identify operational issues and investigate, implement, and track improvements.
- Prepare and communicate staff roster (leave, training, etc.)
- Manage the daily operations of the team including punctuality, response time issues, outages on the desk.
- Take calls that advisors can’t handle and be available when advisors appear to need assistance / coach for future calls.
- Monitor queues and track inbound calls. Keep agent aware of inbound calls, calls waiting, abandonment rate, etc.
- Motivate and encourage agents through positive communication and feedback.
- Identifying and addressing any people issues and being a pillar of support for your team members.
- Having “morning huddles” to make sure that your team know what their objectives are for the day.
- Draft / review processes and procedures in conjunction with the QA and Trainer.
- Assist management with ad hoc tasks including projects related to the Contact Centre.
- Have regular one on one and feedback sessions with the team; escalate any performance issues to the Contact Centre Supervisor for further action.
- Give input into training and development plans for the team and work closely with the Contact Centre Trainer and Contact Centre QA.
- First point of contact for Contact Centre escalations (non-operational) and 2nd escalation points for Contact Centre (operational).
- Will be required to be on Standby and support the team after hours when needed.
Requirements:
In order to be considered for this position, the following requirements must be met:
- Matric / Grade 12 qualification.
- Minimum 2 years Contact Centre and Client Services experience.
- Excel qualification advantageous.
- Previous leadership / team management experience – leadership qualification advantageous.
Technical Competencies:
- Computer literacy – MS Office Suite and Internet.
Behavioural Competencies:
- Relationship building and motivating the team.
- Open and honest communication with clear goals and expectations.
- Developing and coaching the team.
- Customer focused and service improvement driven.
- Excellent time management and able to work under pressure with deadlines.
- Results driven.
- Excellent planning skills and managing different work streams.