Team Lead - Customer Experience
MNA Recruitment
Durban
5d ago
source : JustTheJob.co.za

Durban - A global organization who help clients transform their business to drive better customer, compliance and commercial outcomes are looking for sales leaders in multiple areas of their business, ranging from international financial services to and leading energy providers.

This role would be responsible to drive superior customer service performance by achieving outstanding levels of quality and operational efficiency.

Reporting Structure : Reporting to : Operations LeadDirect Reports : 12 20 Customer Experience AdvisorsKey Responsibilities : Fill your team with quality employees : Responsible for aiding recruitment through hiring processes to ensure quality talent is acquired within the teamEnsure each team member has been properly inducted and trained prior to managing live customersPartner with the people team to ensure all individuals (within designated team) HR related processes are correctly implemented and followed.

Create an inspiring team environment with an open communication cultureLead, coach and inspire your team to deliver outstanding customer service performance : Provide effective coaching and development with advisors on a regular basisMotivate and Inspire team through regular creative and innovative engagementIdentify individual and team training needs and provide coaching and developmentResponsible for resolving any issues or conflicts within teamRecognize high performance and reward accomplishmentsEncourage creativity and risk-takingOrganize and implement team building activitiesDrive efficiencies within the team to well exceed Client SLA : Oversee day-to-day operation, delegate tasks and set deadlinesMonitor and manage teams handle time (Calls, Emails, Cases, Processes), ensuring effective customer solutions and encouraging first call resolutionCompile reports on metrics weekly and monthlyEnsure all KPI’s and Performance targets are met within designated teamMaintain an Employer Net Promoter Score (eNPS) of above 7 for over 50% of designated teamResponsible for overall team quality (Calls, Emails, Cases, Processes), ensuring that an average CSAT score remains above 90%Basic Requirements3 Years’ experience within a Leadership role in a customer services environmentIn-depth knowledge of performance metricsAdvanced computer and reporting (MS Excel)Excellent communication and leadership skillsOrganizational and time-management skillsBachelor’s DegreeCompetencies RequirementsLeadership SkillsHigh Attention to DetailStrong Written and Verbal CommunicationAbility to bring insightSelf-ManagedProblem SolverSolution DrivenHigh Emotional IntelligenceHighly Analytical

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