Customer Service Centre Team Leader - Durban at RCL Foods

The purpose of the action Key Responsibilities according to Team Role Allocation (CSD, PSD, Directs, Sugars, Independent, RCL Group Business Units, Key Accounts, or as assigned). Ensuring Efficient and professional Service to Customers, Principles & Key Stakeholders.

Minimum Requirements    

• 3 years’ degree/diploma would be advantageous (Sales/Marketing/Logistics).
• 3 years’ experience within a Call Centre Environment.
• With one year’s experience in a team leader/supervisory role.
• Understand Customer Service, FMCG, Logistics & Retail operations.
• Call Centre Systems SAP, CRM, Telephony Management Solution (AVAYA) experience preferred.
• Computer Literacy (Word + Excel).

Duties & Responsibilities   
Operations

• Manage and Maintain: Daily / Weekly / Monthly Controls.
• Score Cards and Checklists, as per implementation & Design.
• Reporting.
• Meetings.
• Workload by channel.
• Jabs & Allocations.
• Pricing Reviewed & Followed correctly at Agent Level.
• Score Cards & Checklist duties carried out as per design & Implementation.
• Daily Site Functional Operations.
• Lines, Systems, All Communication Channels, Tested and working.
• Call Lists activation.
• Functional Problems Logged via BCX.
• Service Levels, Call Centre Stats & Targets, driven, observed, and maintained.
• Action Administrative Tasks.
• Maintain adherence to existing & New SOP’s and BCP’s.
• All Technical system faults logged, and managed through till resolution.

Staff Development & Management

• Manage Team of Call Centre Agents relevant towards Assigned.
• Keep abreast of other Teams Area’s o Knowledge & Controls, to fill in where and when necessary if required.
• Ensure allocated Team “Bums in Seats”, according to Workload, Communication Channel (Inbound, Outbound, Email, Fax) and break schedules.
• Ensure all allocated Team Call Centre Agents, have implemented IDP’s.
• Ensure all allocated Team Call Centre agents have Implemented KPI’s.
• Conduct Regular Performance Appraisals, with Call Centre Agents according to process.
• Ensure all allocated Team Call Centre Agents, Competent in Knowledge, Process and systems.
• The Incumbent Team Leader will ensure that he/she has received the necessary IR Training and HR Support.
• Provide QA/Technical Trainer with TNA – Training Needs Analysis of allocated Call Centre Agents. Accountable to Ensure all Agents attend to Coaching, Training & Feedback Sessions as allocated.
• Accountable for Documentation of Absenteeism, Time Keeping, Work Performance & Trends of Call Centre Agents.
• Accountable for addressing Staff related IR Issues.

Customer Service

• Drive FCR – First Call Resolution at Agent Level.
• QNC’s – Queries n Complaints Management.
• Follow Through and Drive at Agent Level to resolve within SLA.
• Interact with Key Stakeholders (NAM’s, Principles, Buyers, Business Units) to drive Query/Order/Uplift Resolution.
• Attend to Escalated Queries, Service-Quality issues as Escalated from Agent Level.

Drive Value Added Business Support

• Collate information and Feedback, as and when required:
• CSI’s, Out Of Stocks, Potential Sales.
• New Store Openings, Rejections, ICU Lists o VTM Sales Support, Returns, Out Of Sequence Deliveries, Investigations, Master-data and other Admin, Research, tasks, etc.
• Identify Root Cause and Provide input to Possible Solutions.

Closing Date    
2023/07/22