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  • Posted: Mar 30, 2021
    Deadline: Not specified
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    The Shoprite Group of Companies, Africa's largest food retailer, operates 2,653 outlets in 15 countries across Africa and the Indian Ocean Islands and reported turnover of R71.297 billion for the six months ended December 2016. The Company's headquarters are situated in the Western Cape province of South Africa. Shoprite Holdings Ltd is a public company li...
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    Customer Service Centre Team Leader

    As a Customer Service Centre Team Leader, you will be responsible for providing front line direction to the Customer Service Centre Agents and assist the Contact Centre Manager in handling the day-to-day operations of the team. You will also be accountable for leading the team to success through coaching, developing and inspiring them in all areas required to meet the company's standards.

    By being part of the Shoprite family, the Team Leader will share our exciting culture while upholding all procedures and policies and building relationships with our customers.

    You must be able to demonstrate a solid track record of:

    • Managing personal performance by identifying problem areas, implementing a personal improvement plan and incrementally improving performance
    • Coaching and developing agents to meet their KPIs
    • Managing agent and department level KPIs and implementing solutions where targets were not being met

    We require an individual with:

    • More than 5 years experience in the retail customer service environment e.g (FMCG, Retailers, etc)
    • More than 5 years experience as a Call Centre Team Leader with a minimum of 5 -7 team members
    • Demonstrated progression of responsibilities (from agent to Team lead)

    Educational requirements are as follows:

    • Grade 12 or equivalent
    • A Business degree or diploma related to the retail industry or the call centre industry.

    Method of Application

    Interested and qualified? Go to The Shoprite Group of Companies on www.linkedin.com to apply

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