Team Leader: Contact Centre

Title

Team Leader: Contact Centre

Job Description

KEY RESPONSIBILITIES

Assisting the Supervisor in overseeing the day-to-day operations of the call centre

  • Ensure all communication channels in the call centre are operational and being attended to.
  • Ensure all systems are operational and customers are able to transact

CORE RESPONSIBILITIES

Monitoring, Coaching & Training

  • Mentoring, coaching & training of team members
  • Monitoring of customer interactions across all platforms
  • Coaching agents through interactions as required
  • Training team members on new products
  • Training team members on areas identified that needs upskilling

Contact Centre duties

  • Assisting with duties in call centre where customer demand requires
  • Providing feedback to Supervisor on team progress
  • Assisting Supervisor with management of daily operations

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

  • Account Managers
  • Billing Department
  • Sales Department
  • Admin Department
  • Business Support Department

Reasons for Interaction:

  • Assist with merchant queries
  • Assist with billing and settlement queries
  • Assist with Sales leads/queries
  • Assist with application queries
  • Assist with general product queries

External:

  • Merchants
  • Paymentology

Reasons for Interaction:

  • Query resolution
  • Feedback on NuCard queries

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications:

  • Matric is required.
  • A+ / N+ or a similar technical qualification is required.
  • SQL & Power BI is advantageous

Professional Qualifications

  • Call Centre experience required.
  • Customer service experience required.
  • Financial Services experience will be an added advantage.

Years of Experience

  • 3 – 4 Years Call Centre experience is required
  • 1 – 2 Years Team Leader experience will be an advantage

Other requirements

  • Working knowledge of Banking systems or cash loan industry advantageous
  • Fluency in English and one additional language is mandatory.
  • Other additional languages will be an advantage.
  • Time management is essential.
  • Strong oral and written communications skills.
  • Must have an excellent telephone manner and customer service ethic.
  • Organisational and prioritisation skills.
  • Technology and system savvy.
  • Basic computer & Microsoft Windows knowledge.
  • Numeracy skills.
  • Proven track record of being analytical.
  • Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
  • Ability to maintain supreme levels of ethical behaviour and confidentiality.
  • Ability to multi-task.
  • Ability to identify opportunities for improvement.

Education

Languages

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