Job Description

Role Overview:

The Team Leader will provide ad-hoc support to newly trained advisors, ensuring they handle customer calls effectively and deliver high-quality service. This role involves evaluating and improving advisor performance, responding to ad-hoc requests for assistance, and sitting side-by-side with advisors to support their development and growth within the campaign. The Team Leader will also lead a dedicated team responsible for delivering exceptional business partner support, driving performance, and fostering a culture of continuous improvement.

Main Responsibilities (but not limited to):

Escalation Management

: Resolve day-to-day escalations, focusing on first-time resolution to ensure customer satisfaction.

Floor Support

: Provide hands-on support to all advisors, ensuring they adhere to best practices and follow company processes.

Continuous Improvement

: Capture and implement continuous improvement opportunities and close the loop on identified gaps.

Coaching & Development

: Lead regular coaching sessions and refresher training for advisors, ensuring alignment with processes and high-quality customer service delivery.

System Monitoring

: Ensure that all systems and tools are functioning effectively, providing support when required.

Performance Tracking

: Monitor individual and team performance, providing feedback and taking corrective actions as necessary.

Relationship Management

: Foster strong relationships with business partners, ensuring effective communication and collaboration across teams and departments.

Competencies & Skills Required:

First-Time Resolution

: Strong decision-making skills with a focus on resolving queries in the first contact.

Coaching & Mentoring

: Ability to coach and guide advisors through the end-to-end processes of the campaign, promoting continuous learning and development.

On-the-Floor Support

: Demonstrated experience in supporting others on the operations floor, providing real-time guidance and feedback.

Time Management

: Excellent timekeeping and the ability to manage multiple tasks under pressure.

Problem-Solving

: Strong analytical and problem-solving skills to identify and address issues quickly.

Performance Feedback

: Ability to identify strengths and weaknesses in advisors and provide constructive feedback to enhance performance.

Quality Focused

: Commitment to maintaining high-quality standards in customer interactions and internal processes.

Motivated & Self-Starter

: Ability to work independently, take initiative, and drive results without direct supervision.

Relationship Building

: Skilled in building relationships at all levels within the business and across departments.

Reporting

: Proficient in Microsoft Excel and PowerPoint for generating reports and presenting findings to the Call Centre Manager.

Interpersonal Skills

: Excellent communication and interpersonal skills, with a focus on teamwork and collaboration.

Qualifications and Experience:

Matric / Equivalent qualification. 1-2 years of experience in a Team Leader role within a customer service or contact center environment. First-class customer service and complaints handling experience (essential). Experience in coaching and managing a team to meet performance targets. Knowledge of sales processes in a regulated environment is advantageous. Proficient in Microsoft Excel for tracking performance and generating reports.
Job Types: Full-time, Permanent

Work Location: In person