Job Description
Customer Care Team Leader
CallForce is an award-winning BPO service provider delivering innovative and customised
contact centre solutions from South Africa to the global market. Join us as a consultant and
be part of a thriving team with many career development opportunities.
Responsibilities
To guide and support team members
Driving operational and technological efficiencies within the team
Handling difficult customer complaints or enquiries
Drive quality control and ensure corrective action are taken where required
Analyse performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
Forecasting capacity against plan on a weekly/monthly basis
Ensure adherence to the operational policies and procedures
Participating in the recruitment and selection of staff
Monitor performance on regular basis and provide constructive feedback
Pro-actively encourage high performance at all times
Ensure all staff issues are dealt with appropriately and within a timely fashion
Ensure all daily, weekly and monthly workloads are completed
Motivating, developing and retaining staff
Identifying staff training needs and planning of training sessions
Adhering to all HR policies and procedures
Monitor performance on regular basis and provide constructive feedback
Requirements
Min 2+ years customer service team leader experience
Strong sales ability & ability to handle client objections
Proven track record of meeting targets
Excellent communication skills in English & 1 other language
Background in telecommunications will be an advantage
Clear criminal records
Strong analytical and problem-solving skills.
Able to work in a fast paced environment
Should you not hear from us within 14 days of applying, kindly consider your
application unsuccessful for this role.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Professions Jobs in Western Cape
When it comes to careers in the Western Cape, South Africa, the field of Other Professions encompasses a diverse range of roles that cater to various industries and sectors. Generally, this field is characterized by strong job prospects, driven by the growing demand for skilled professionals in sectors such as technology, finance, and manufacturing. Typically, these roles require a combination of technical expertise, business acumen, and interpersonal skills.
Typically, salaries for Other Professions roles in the Western Cape range from R500 000 to R1,5 million per annum, depending on factors such as experience, company size, and industry sector. Commonly, senior roles or those within larger companies tend to command higher salaries. However, it’s essential to note that these figures are only general guidelines and may vary widely based on individual circumstances.
Common skills required for Other Professions roles include strong analytical and problem-solving abilities, excellent communication and interpersonal skills, the ability to think strategically, and proficiency in industry-specific software or tools. Typically, professionals in this field also possess a degree in a relevant field such as business administration, engineering, or computer science. Additionally, many roles require experience working with data analytics, project management, or team leadership.
Other Professions roles are commonly found within various industries, including financial services, technology, manufacturing, and logistics. These sectors often require professionals to be adaptable, flexible, and able to think creatively. In terms of career development, there are numerous opportunities for advancement, from specialized roles to senior leadership positions or entrepreneurial ventures.
For those interested in pursuing a career in Other Professions, it’s essential to stay up-to-date with industry trends, develop strong skills, and build a network of professional contacts. Many professionals in this field also pursue ongoing education and training to stay ahead of the curve, whether through formal certifications or continuous learning initiatives. By focusing on personal development, staying adaptable, and being open to new opportunities, individuals can set themselves up for success in this exciting and rewarding field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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