Contact Centre Team Leader at Computershare

Job Description

• An exciting opportunity for Team Leader Call Centre within Computershare Contact Centre, responsible for contributing client satisfaction by maintaining an accurate database by executing all legal instructions according to documented policies and procedures, by administering, researching and implementing corrective procedures to ensure an accurate database.

A role you will love

• The Communication Centre Team Leader is responsible for ensuring day to day delivery of high-quality customer service to clients and also ensuring that the day-to-day resolution of queries are responded to accurately and with agreed timeframes.

Some of your key responsibilities will include: 

• Administer client register: Assist the team with daily tasks/responsibilities (i.e correspond with both internal and external customers in response to complaints/queries, providing accurate written or verbal guidance and interpretation in order to maintain high quality customer service standards.
• Customer Service: Provide quality, effective and efficient communication to investors. Assist with the updating of client registers (maintain accurate database for clients and investors), smooth processing of complaints/queries.
• Develop a transparent internal communications strategy: Actively share knowledge, encourage innovation, develop a good communication culture to nurture a problem-solving mentality in the team.  Ensure that the team work together to provide customers with feedback timeously in order to achieve a reduction in the number of complaints.
• Maintained client base: Provide effective and professional service and maintain professional conduct and behaviour and to prioritize tasks and be well organized.
• Product knowledge: Assist team with complex queries, attend training when and where needed (i.t.o new projects) and provide detailed information to team and also ensure that accurate and correct feedback is provided to clients. 
• Manage self and team development plan: Identify, motivate, encourage and agree to complete courses, experience and areas of study, Information integrity, act on reasonable requests from Management and volunteer to carry out task activities that does not form part of the job description, support and endorse organizational objectives. Identify and assist with the upskilling of staff where and when necessary in order to ensure high performance service delivery.
• Quality, Risk and Fraud Management: Complete all policy reading and mandatory learning, report all complaints, losses, breaches and known control failures and gaps or risk exposures to line management as per the company standards policy.
• Deliver on people related initiative: To have a motivated and high performing team that lives the ‘being purple principals’, be a pioneer, deliver high quality and outstanding results, act with integrity, value differences and work collaboratively. 

What will you bring to the role?

• Grade 12 certificate (Essential)
• Business Degree/Diploma (Advantageous)
• PC skills – proficient in all aspects of MS Office
• Knowledge of systems
• 2 years’ experience within Computershare
• 2 years’ experience across multiple queues with multiple products
• 2 years’ experience working with data and reports
• Financial Services Experience
• Knowledge of systems - Nice (Preferred), Avaya (Preferred), Scrip (Preferred), Workflow (Preferred), Document Viewer (Preferred), Registry (Preferred), Corporate Proxy (Preferred), Class Actions (Preferred), Investor Centre (Preferred)
• Leadership Skills (Essential)
• Excellent accuracy and attention to detail 
• Strong communication skills
• Strong numeracy skills
• Strong team player