Call Centre Team Leader at Peermont Global

Job Description

• Updated SOP manual
• Manage the Leave Planner – ensure it is accurate and updated regularly.
• Review & investigate KABA Exceptions. Ensure KABA is up to date with daily staff changes.  Month end KABA reports.
• Ensure the monthly roster is complete 1 week prior to month end.
• Submit Capex Recommendations to HOD
• Conduct performance appraisals
• Supervising, training & guiding employees to perform their duties and taking corrective action, as needed.
• 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.
• Motivate employees to provide excellent service to guests.
• Be observant and detail-oriented and possess an understanding of all unit offerings and services, and the issues employees are facing on the floor.
• Leading monthly team meetings
• All equipment is working accurately including the TV’s mounted on the wall logging the necessary jobs.
• Take part in disciplinary hearings in terms of designated responsibilities.
• Month end spreadsheets are completed by the final day of the month
• Month end departmental telephone cost schedules are printed and sent to the relative departments to review.
• Ensure all callouts are logged as per procedure with the correct reference number.
• 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.
• Monthly reports with insights and identifying trends.
• Monitor incoming calls, emails and social media, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
• Manage disputes showing understanding, respect, diplomacy in a professional manner
• Troubleshoot significant customer service problems
• Have a deep knowledge of all Peermont units.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Maintain professional relationships with guests through ongoing excellent customer service
• Build sustainable relationships and engage guests by going the extra mile
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines,
• recommending improved procedures.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities.
• Anything which falls within the ambit of the Peermont Assist Call Centre and Central Reservations department but not listed above
• Ensure daily Customer Care system is monitored and guest comments are addressed
• Resolve complaints received and contact guests when required
• Maintaining database (DinePlan, Mitel, OMNI, Opera, Sabre)

Qualifications

• Matric or similar
• 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