Team Leader Continuous Improvement (Randburg)
Gauteng, South Africa
12d ago

Job Purpose

The Customer Centre Team Leader for Continuous Improvement is responsible for the day-to-day planning, operating, managing and supporting of the Customer Service Reps, specifically through Quality Assurance, Training and Workforce Planning.

This Team Leader is expected to continuously improve customer satisfaction levels, maintain service excellence and deliver an overall superior customer experience through monitoring quality and building staff capability.

Key Responsibility Areas

Outputs and Accountabilities

Operations Management

  • Ensure team operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met.
  • Ensure all service levels and response time targets are met
  • Ensure availability and working order of all tools for the team
  • Achieve agreed service levels, turnaround and response times
  • Ensure consistent achievement of customer satisfaction
  • Maintain a physical presence in the customer centre in order to identify problem situations and provide conflict resolution or guidance as required
  • Optimise QA methodologies and processes as required of the Customer interface Centre
  • Oversee the scheduling of Customer Reps and ensure adherence to the schedule.
  • Ensure integrity of governance across all spheres of operations
  • Measurement of Service Levels and Reporting

  • Manage service level performance against defined targets and metrics and course correct when necessary
  • Review monthly productivity reports, identify trends and coach team where improved delivery is required.
  • Meet or exceed quality and training monitoring targets
  • Extract daily reports, validate the data, analyse the data and identify areas for improvement
  • People and Performance Management

  • Ensure the team are optimally managed and that they deliver a superior level of customer service
  • Drive the performance management process and lead the culture of customer-centricity through critical goal alignment and individual feedback across the team.
  • Monitor the quality of performance and drive interventions where required
  • Enable a culture of high performance and high engagement focusing on individual growth for each team member
  • Ensure team is appropriately trained in all products, systems, policies and services
  • Drive a culture of inclusiveness, embracing capabilities of all races, cultures, genders and disabilities
  • Monitor, review and consolidate QA Assessments
  • Manage the Industrial Relations issues within the team in accordance with the law
  • Drive best practice recruitment practices in interviewing and hiring.
  • Requirements of the Job Experience

  • Demonstrated experience in leading a Call centre team with robust knowledge of customer service policies, procedures and processes
  • Proven experience in CRM, Telephony, QA and systems
  • Knowledge of labour regulations is a distinct advantage
  • At least 3 years’ experience in managing a customer facing team
  • Demonstrated experience in monitoring scorecards and actioning outcomes
  • Matric Grade 12
  • Marketing / Sales / tertiary qualification would be highly advantageous
  • Competencies / Behaviour

  • Display a passion for customer service, customer satisfaction and exceeding customer expectations.
  • Good analytical skills and the ability to action insights
  • High levels of accountability including solid self-management, results-orientation and attention to detail
  • Good conflict management skills
  • Behavioural attributes

  • Strong communication skills
  • A history of honesty and Integrity
  • Highly organized and able to work with speed and efficiency
  • Special conditions or requirements of the Job

  • The successful incumbent will need to have or quickly grow their knowledge of Blue Label systems, policies and procedures
  • In addition, the Team Leader must obtain full understanding of Blue Label’s customer satisfaction policies and service level undertakings as soon as possible.
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