Cape Town: Customer Service Team Leader posted by CallForce

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.