Contact Centre Team Leader at Clicks Group

Introduction

• To manage a team of skilled Customer Services Consultants, delivering professional customer service to the public and a high quality front line service to Clicks Group customers to meet the strategic objectives of the Group Contact Centre.

Job description

• To recruit, induct and develop contact centre teams to deliver high quality customer service through the timeous resolution of enquiries, complaints and correspondence.
• To supervise the workload of the teams by scheduling resources according to operational requirements, to optimise service provision and administrative support across the working hours of the Contact Centre.
• To handle, manage and resolve all escalated customer complaints
• To monitor and identify areas of improvement within the service environment by, liaising with internal and external stakeholders and by making recommendations to improve services in order to ensure the satisfaction of internal and external customers.
• To ensure that the team follows established procedures for each service request by logging, processing and investigating the progress of enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
• To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
• To produce weekly, monthly and quarterly reports as required.
• To support the Contact Centre Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities.
• To implement and ensure understanding of all relevant policies related to the Contact Centre by ensuring staff compliance.
• To timeously attend to all administrative functions related to the contact centre by accurately submitting documentation to relevant stakeholders.
• To provide Quality Assurance, identify training needs, coaching and support to the team.

Minimum requirements

Qualification:

• Matric: Essential
• Tertiary qualification: Desirable

Experience:

• Essential: 2 years in a retail ecommerce
• Essential: 2 years social media community management
• Essential: 2 years people management
• Essential: 2 years as a team leader in a contact centre
• Essential: 2 years report compilation
• Essential: 2 years working experience with customer centre systems

Skills & Abilities: 

• Computer literacy (full Microsoft office suite)
• Report writing
• Communication
• Customer Service orientation
• Problem Solving/Analytical
• Coping with pressure

Job Related Knowledge:

• Knowledge of the Consumer Protection Act: Essential
• Knowledge of Contact Centre systems: Essential

Essential Competencies:

• Leading and Supervising
• Delivering Results and Meeting Customer Expectations
• Analysing
• Following Instructions and Procedures
• Working with People
• Planning and Organising