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Cape Town: Customer Service Team Leader posted by CallForce

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Job Description

About the Role

Join CallForce as a Customer Service Team Leader and be part of a thriving team with many career development opportunities. As an award-winning BPO service provider, we deliver innovative and customised contact centre solutions to the global market.

Key Responsibilities

  • Guide and support team members
  • Drive operational and technological efficiencies within the team
  • Handle 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

Qualifications

No formal education or certifications are required for this role.

Salary & Benefits

Salary details not specified.

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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.

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This information provides general career guidance. Actual salaries and requirements vary by employer.



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