Team Leader

Lusaka, Zambia, Full Time Salary: Competitive Closes: June 11, 2021

Job Summary
Keeping records of customer interactions, transactions, comments and complaints and alert management of trends in customer complaints.
Job Description
Promote outstanding customer relations among team members.
Supervise, evaluate and assist in staff scheduling, training and coaching.
Conduct efficient daily quality assessment on agent activities with customers per SLA.
Communicate new procedures, directives, etc. with the agents
Enforces procedures to ensure agents compliance with the company’s rules, regulations and asset security.
Periodical performance of agent activities to have first-hand interaction and feedback from customer.
Random barge into agent chats/calls to ensure effective quality assurance and customer satisfaction.
Ensure collaborative relationships with other departments to ensure optimal service levels.
Keeping records of customer interactions, transactions, comments and complaints and alert management of trends in customer complaints.
Provide daily/ weekly and monthly report on the activities of the team
Ensure all agents under your supervision meets their KPIs
Achieving your KPI per target set by the department
Performs all other duties as assigned by supervisor or management.
Required Skills, Proficiencies, Competencies:
Diploma in any business-related field with at least 3 years experience in a similar role
Excellent communication skills
Good knowledge of social media
Proactive
Team Player
MS Office
Operational Excellence
Creativity and Innovation
Business Know-How
Applicants that have a sports betting, e-commerce, or telecommunication background are encouraged to apply. Only candidates that meet the above requirements will be shortlisted for an interview.

Application email or URL: recruitmentzambia21@gmail.com
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