Gauteng: Team Leader posted by iStaff (Pty) Ltd

1. Pharmacist’s Assistant Post-Basic Certificate
2. Strong leadership and interpersonal skills
3. Excellent communication and problem-solving abilities
4. Ability to perform under pressure and meet performance targets
5. Sound knowledge of relevant healthcare regulations and industry best practices
6. Improvement opportunities, and support data-driven decision-making.

 
Duties and Responsibilities:

• Team Leadership: Supervise, motivate and coach a team of customer service agents to meet performance goals and consistently deliver high-quality customer service.
• Performance Management: Track individual and team performance using KPIs and quality measures and provide ongoing feedback and coaching to improve results.
• Training and Development: Deliver training for both new and existing employees to ensure they can manage customer enquiries accurately, professionally and confidently.
• Workflow Management: Manage daily call-centre operations and workloads to ensure efficient service delivery and adherence to schedules.
• Customer Escalations: Resolve escalated customer queries and complaints in a professional and solution-focused manner.
• Reporting: Prepare and review performance reports to identify trends, gaps and improvements
• Quality Assurance: Uphold quality standards and ensure consistent service delivery in line with company policies and procedures.
• Communication: Promote open communication within the team and act as the link between staff and senior management by sharing feedback, issues and improvement opportunities.
• Policy Compliance: Ensure all team members adhere to company policies, procedures and regulatory requirements.

 
 
PLEASE NOTE:  Thank you for your interest in this position, we will review and be in touch if you are suitable.
 
Due to the amount of applications we receive for each position, we are unable to respond to each one individually. Please accept your application as unsuccessful if you had no feedback within 7 days of applying. Your CV will remain on our database and we will be in touch for other suitable positions.
 
*** In the meantime, please download our EBOOK which will hopefully help you understand our process and how we work.
 
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