Team Leader: Contact Centre

Title

Team Leader: Contact Centre

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