Call Centre Team Leader - Emperors Palace at Peermont Global

Job Purpose

To manage the peermont assist line section and maintaining professional relationships with guests through ongoing excellent customer service

Qualifications

• Matric

Minimum Requirements

• 3 years plus experience in Management of Call Centres
• Computer Literacy
• Telephone Etiquette
• Excellent communication, interpersonal, and customer service skills including good speaking skills and good listening abilities.
• Clear and Effective Communication
• Patience & Positive Attitude
• Comprehensive knowledge of all Peermont units and it’s properties and offerings.
• Excellent communication to HOD

Main Resposibilites

• Supervising, training & guiding employees to perform their duties and taking corrective action, as needed.
• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.  Assist management as they determine call center goals.
• Organise and direct the day-to-day activities and workflows.  Ensuring rosters are being followed
• Answering Employee’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by employees.
• Ensure employees understand their duties or delegated tasks.