Customer Care Team Leader at eMedia Investments

• The Customer Care Team Leader would be required to manage a team of OMNI channel customer care agents. To respond to/resolve and log all viewer interactions, monitor transmission, source relevant information, contribute to the continuous development and growth of the customer care department and promote the e-Brand through excellent customer service.

Here's what you can expect to be doing in the role:

Team Management

• Compiling, assessing, and reporting on customer care agents KPI outputs.
• Quality assurance on both inbound, outbound, and written customer interactions.
• Coaching agents where areas of improvement are identified, and tracking performance for improvement.
• Share performance stats daily when on shift.
• Managing all team leave requirements, filing of all sick notes and return to work discussions.
• Performance discussions with all customer care agents monthly.
• Participate in the interviewing process when we are recruiting.

Maintain Customer Relations

• Managing all supervisor calls.
• End to End tracking and resolution of all customer escalations.
• Promotion of the eMedia Investment brand names and loyalty to the channel through excellent service delivery

Handling Written Correspondence Platforms

• Assisting with email correspondence on all mailboxes managed by customer care.
• Assisting with queries on all social media pages managed by customer care.
• Logging interactions for all the queries handled on the latter platforms.

Adhoc Requirements

• Ad-hoc monitoring of transmission of eMedia Investment channels to pro-actively identify and report transmission problems.
• Creating, updating, and managing the call centre work schedule.

Key Performance Indicators :

Performance will only be satisfactory in terms of Team Management if:

• Agents achieve a minimum number of 85 customer contacts per month.
• Productivity of 80% or higher is achieved.
• An average call handling time of 4:30-4:59 is maintained.
• Agents log a minimum of 90% of all their customer interaction on CRM.
• Agents achieve a 90% call quality average per month.
• Knowledge assessments are conducted and a score of 85% achieved.

Additionally

• Agents should be settled at their desks and ready to take calls at the start of the shift.
• Adhere to the daily work schedule i.e., breaks, working time and not ready reasons.
• Monitor all stats that impact on the overall performance of the call centre. (Return to Queue, etc)

Reporting

• All reports to be submitted daily, weekly, monthly and adhoc reports as per the agreed time.
• Create the complaints report for the Legal Department.

Call Listening

• Listening to 2 calls per agent per form for quality assurance.
• Additional calls for coaching when needed.
• Call audits when instructed.
• Call calibrations.

Coaching Customer Care Agents

• Coaching on all metrics that are not being met.
• Coaching on the 2 calls assessed for the month in terms of quality assurance.
• Additional coaching as and when needed.

Here's what we will expect from you:

• Qualification: National Senior Certificate(Matric)

Language: English

Experience: A proven track record with relatable reference and at least 3 years customer care experience in a call centre environment.

Specific Professional Experience:

• Attention to detail and thorough administration skills.
• Be able to work under pressure.
• Interpersonal skills.
• Conflict management.
• Effective communication skills (Written and spoken)
• Team oriented and result driven.
• Leadership.
• Adaptability/Change Management.
• Developing self and others.
• Planning and Organising.