We're looking for
We are looking for a passionate and experienced Team Leader who has worked in tele-sales environment to lead a team of inbound and outbound Contact Centre Agents.
The Team Leader would be leading a team in an omnichannel environment whose main function is to improve Customer Experience and to enhance company footprint.
The Team Leader will ensure that all inbound and outbound calls are answered and handled in a professional manner. The role also involves the management of ad-hoc duties.
This is a crucial role that enforces immediate assistance, improved turn round time and Customer Experience. The Team Leader will work closely with all the departments in the company.
The Team Leader's role is to organise, lead and implement controls within the Contact Centre. More so, the Team Leader is expected to implement the company's Contact Centre strategy to improve Customer Experience.
The job involves positively influencing and driving the team to meet the departmental set goals. The Team Leader is expected to have a full understanding of the business.
Who are you?
You are passionate about customer service
You have great interpersonal skills
You have superb communication skills (verbal and written)
You are versatile, creative, flexible and be able to work in an omnichannel environment
You are proactive and can work under minimal supervision but are also a great team player
You are able to lead and manage a team in changing people's lives for the best
You are innovative, pro-active and takes initiative
What's the role?
You will be responsible for :
The management of a team of Digital Agents and the implementation of digital communication strategy in the company
Review, manage and be accountable for all digital content responses that are produced by the team
Building a high performing team that is open to learning and up to date with social media trends
Assisting the Digital Team to immediately escalate all technical challenges and ensure that the team, customers and business are not impacted
Driving the team to be multi-skilled so that they work in any environment within the Contact Centre and reach the desired levels of competency
Producing reports based on social media listening
Compiling, managing, coordinating, analysing and interpreting the Digital Team reports
Effective implementation of incentives that will drive improved and sustained team performance
Great interpersonal and excellent communication skills
Recruitment, team motivation, coaching, training and team development to operate at an optimal level
Minimum of 3-5 years' experience in digital customer service (email, social media, online chat)
Further studies in Social Media Studies and / or Consumer Behavioural Studies, Marketing and Business Management
Excellent knowledge of all digital platforms as well as social media best practice and conduct
Considerable experience in customer research
People management skills are a prerequisite
Analytical and critical skills, problem solving, negotiation and conflict resolution
Good time management skills