A well-established financial services business is seeking to appoint an Team Leader: Customer Call Centre.The incumbent will be responsible for the efficient running of the call centre unit by supervising and providing effective end-to-end call centre service to claimants on processes.Only people with previous experience in a Call Centre environment - financial may applyQualifications and Experience:
Bachelor’s Degree/ Advanced Diploma in a Communications or Marketing or Customer Care related qualification.
A call centre qualification will be advantageous.
Relevant 5 years’ experience in a Call Centre-related environment of which 2 years must be on a supervisory level.
Planning, organising and coordinating.
Personal mastery.
Judgment and decision making.
Ethics and values.
Client service orientation.
Ability to unpack Policies and Standard Operating Procedures and advise on processes.
Proficient with PowerPoint, Excel, word, PowerPoint and MS project
Strong understanding of operations.
Comfortable working with customers.
Knowledge of customer relationship management.
Understanding of data entering.
Customer service knowledge.
Ability to identify training and coaching gaps.
Desired Skills:
Call Centre-related environment
Supervisory level
Customer relationship management