An awesome opportunity has become available for a Virtual Team Leader to join our clients world class contact centre based in Cape Town.
The purpose of this role is to maximise the productivity and performance of the assigned virtual sales and support team, ensuring the efficient running of the team and delivery of world class customer service.
This position is responsible for supervising the day to day functioning of the virtual sales and support team. The Virtual Sales and Support Consultants report to this position, supporting the staff with escalated customer complaints and queries.
They monitor staff performance, conduct weekly staff information sessions, and coach staff when required.
Duties and Responsibilities (includes but is not limited to) :
To improve and maintain customer service excellence by reducing complaints.
Resolve escalated client complaints efficiently and timeously.
Resolve escalated client queries.
Communicate openly and effectively with team.
Provide support / advice to the Virtual Sales and Support Consultants.
To ensure the virtual support and contact centre equipment is working effectively.
Check phones, Internet connections and equipment to ensure it is in working order and at the required speed.
Hold staff briefing sessions if anything is not working correctly.
Ensure contact centre lines are working (MTN, Vodacom and Cell C) through conducting regular test calls throughout the day.
To compile and submit weekly and monthly reports.
Ensure all information is included on weekly and monthly reports (including team dynamics, themes, KPIs etc.).
Analyse the reports in order to make recommendation for improvements.
To monitor contact centre systems.
To uphold the company brand.
Provide professional customer service at all times.
Maintain knowledge of all company products.
To perform general people management functions.
Perform onboarding for new staff members and monitor their performance during their probation period.
Coach and mentor direct reports.
Monitor team performance and provide guidance.
Action required HR processes for team.
To conduct performance management functions to ensure effective running of the contact centre.
Monitor individual team members performance and targets.
Listen in on calls to assess the quality of the service.
Ensure all staff attend required training courses for new products.
Minimum Requirements :
Grade 12 or equivalent.
Degree / Diploma (desirable).
Call center training course.
Excellent English communication skills (essential).
2 4 years experience in a Team Leader or a supervisory role (essential).
1-2 years contact centre experience (essential).
Experience in working and managing people remotely (desirable).
Must have stable fibre Internet connection with 10Mbps minimum speed.
Suitable home office environment with the flexibility to be in office environment as may be needed and as per operational requirements.
Knowledge of money transfer procedures.
Knowledge of FICA regulations.
Knowledge of African currencies.
Knowledge of customer service principles.
Knowledge of remote work principals.
Additional Skills :
People management skills.
Time management skills.
Organisational and administrative skills.
Conflict management skills.
Attention to detail.
Market related salary on offer.
Starting date : As soon as possible.
Area : Cape Town.
Please forward your CV to us if you meet the above-mentioned requirements.
Correspondence will only be conducted with short listed candidates.
If you do not receive any response after four weeks, please consider your application as unsuccessful.