Call Center Team Leader (Telecoms) x 07

Full Time Salary: Negotiable Closes: July 13, 2021

Job Purpose
The Team Leader will support the Call Centre Manager in delivering Customer Experience for our valued customers by managing the Social Digital Call Centre through consistent execution. Maintain and improve Call Centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses and quality assurance. Ensure consistent customer experience across Social Digital Platforms
Summary of Key Responsibilities;
Support the Call Centre Manager in the daily running of the Call Centre
Lead in supervising Call Centre sources to deliver first call resolution
Ensure customer care standards are developed and deployed at each customer touch point
Maintain and improve Call Centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses and quality assurance
Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
Analyse and implement relevant interventions pertaining to workloads, trends, patterns and peaks
Ensure consistent customer experience across Social Digital Platforms
Ensure the correct processes are adhered to and immediately address any non-compliance
Compile, monitor and manage attendance records of Call Centre employees.
Regular meetings with the management team to stimulate teamwork
Identify and address gaps, empower the team and celebrate achievements.
Ensure Social Care hub support is given for escalated cases
Forecast the figures provided on a weekly and/or monthly basis based on targets for the Call Centre.
Encourage frequent knowledge sharing between team members.
Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
Interview and recruit new members of the team
When required, initiate disciplinary processes for team members calling on support from HR when required.
Required Skills and Competencies
Interpersonal skills
Assertiveness
Good Problem-solving skills
Excellent Negotiation Skills
Customer Centricity
Developing value propositions
Reporting and Research
Project Management
Financial Management/Budgeting
Qualifications and Experience;
Diploma in Business or any Commercial related field
Degree in any of the above fields will be a plus
Must have at least a minimum of 2-3 years Experience in a Customer Experience and Call Centre in the Telecoms and Banking Sector
Detailed Business and financial acumen
Vast experience in Customer Experience and Call Centre Management
If you meet the minimum hiring requirements for the above position, please email your CV and Cover letter clearly stating your salary expectations to: jobs@bemconsult.com and copy in bemconsult@outlook.com
Note that, all communications will be kept in the strictest of confidence. If you do not receive communication within 21 days of the closing date of the advert, please consider your application unsuccessful.
DO NOT SEND CERTIFICATES AT THIS STAGE

Application email or URL: jobs@bemconsult.com
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