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
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
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.