Call Centre Team Leader at FlySafair

• Safair Operations, operating as FlySafair has a vacancy for a Call Centre Team Leader at our Head Office. The successful applicant will report to the Customer Care Centre Manager.

Job Description

• Ensure that systems are working efficiently;
• Delegate duties based on operational demands. Monitor productivity and drive Agents to achieve daily targets;
• Update Agents on SLA terms, SOPs and policies and monitor compliance;
• Coach and support Agents to ensure delivery is in line with service standards;
• Address quality control issues raised;
• Compile monthly reports and stats;
• Monitor attendance and punctuality;
• Address disciplinary issues in line with company policies;
• Resolve escalated customer queries and concerns;
• Identify customer needs, clarify information, research/ investigate as needed and provide solutions and or alternatives;
• Capture details of comments, inquiries, complaints, and actions taken in line with SOPs;
• Update existing customer information when required;
• Liaise and interact with customers via approved communication channels in a positive and helpful manner, ensuring exceptional customer service;
• Seize opportunities to upsell products when they arise;
• Maintain customer confidentiality;
• Maintain knowledge of services and products and identify opportunities to improve customer service skills;
• Maintain knowledge of industry trends and happenings and ensure adherence to industry standards;
• Conduct quality assessments on calls and written communications;
• Provide constructive feedback to Agents and support them with closing development gaps;
• Provide feedback to the management team on assessment outcomes;
• Encourage, promote, and embody a spirit of teamwork;
• Assess and optimise the performance of direct reports;
• Provide specialised insights to direct reports.
• Guide, support and develop direct reports.

Job Requirements

• Sound knowledge of MS Excel, MS word and MS Outlook;
• Knowledge of all aspects of FlySafair's service, all standard operating procedures as well as terms and conditions;
• Excellent understanding of delivering great customer service; 
• Knowledge of all call centre systems; 
• Conflict resolution skills;
• Excellent communication skills (written and verbal); 
• Problem solving and decision-making skills;
• Excellent phone etiquette;
• The ability to work well under pressure; 
• Rapport building and interpersonal skills; 
• Attention to detail; 
• Ability to multi-task and prioritise in a highly deadline-driven environment; 
• People Management skills. 

Personal Attributes:

• High degree of patience and assertiveness;
• Trustworthy, professional and reliable; 
• Customer-focused and service-orientated Team orientated; 
• Goal orientated; 
• Adaptable and flexible; 
• Immaculate timekeeping.