Customer Support Team Leader - uMhlanga at iKhokha

So, what will you do?  

• You will oversee and monitor call centre employees. 
• Provide training and feedback. 
• Ensure the team KPI’s are met. 
• Provide leadership, coaching and support to the team, and develop plans to achieve the call centre targets. 

In addition to the above, you will:  

Team Management 

• Provide unsurpassed customer experience to any queries/issues within the agreed iKhokha SLA this includes but is not limited to manager calls. 
• Ensure that all employees follow the company's best practices for call centre management and operations. 
• Manage call queues and ensure that call SLA’s and Ticket SLA’s are met. 
• Oversee the team roster and the day to day staffing requirements of the Support team based on business needs and seasonal trends including marking of the register daily.  
• Daily check in’s with the team to understand their workload.  
• Listen to team members’ feedback and resolve any issues or conflicts. 
• Conducting one to one’s with all CSO’s. 
• Coaching, developing and mentoring CSO’s  
• Call listening and dip checks for areas of improvement. 

Disciplinaries 

• Discipling CSO’s according to the iKode (Warnings/ Hearings/ Disciplinary Enquires).  
• Accountable for the overall team performance.  
• Performance management. 
• Monitoring late coming and absence. 

Reporting 

• Provide Daily, Weekly and Monthly reporting to Team and Manager. 
• Generate and analyse performance reports to identify trends, areas for improvement, and opportunities for optimization. 
• Prepare and present regular reports on team performance, including productivity, quality, and customer satisfaction metrics. 
• Utilize data-driven insights to make informed decisions and implement strategies for performance improvement. 

Performance Management 

• Set performance targets and KPIs for individual team members in alignment with overall call centre goals. 
• Track team performance against targets and take corrective action as necessary to ensure goals are met. 
• Recognize and reward top performers and provide constructive feedback and support to those who need improvement. 
• Identify training needs and coordinate with training department to address skill gaps. 

Operational Support 

• Assist in resolving escalated customer issues and complaints in a timely and effective manner. 
• Ensure adherence to call centre policies, procedures, and compliance requirements. 
• Monitor and manage workflow to ensure adequate staffing levels and efficient call handling. 
• Collaborate with other departments, such as logistics, product, and quality assurance, to improve processes and systems.

Qualifications

• Minimum of a matric qualification.  
• Relevant tertiary qualification advantageous. 

Deal Breakers:  

•  2 – 3 years management experience (team size +10) in a Customer service call centre environment with demonstrated leadership and supervisory experience preferred.  
• In-depth understanding of performance metrics and KPI’s for a Customer Support environment.  
• Previous management skills leading and managing an Inbound/ Outbound team of Customer support officers (Calls, Tickets, Digital and email).  
• Strong communication and interpersonal skills. 
• Excellent problem-solving abilities and decision-making skills. 
• Proficiency in using call centre software and tools. 
• Flexibility to work shifts, including evenings, weekends, and holidays.