Fleet Managed Maintenance Contact Centre Team Leader at FirstRand Group

Job Description

The Fleet Managed Maintenance Contact Centre Team Leader supervises a team to resolve queries and complete administration duties The incumbent ensures the team reaches target by monitoring individual performance on a constant basis and coaches the team to give constant real-time support in terms of query resolution The incumbent must be knowledgeable on all aspects of the Fleet products, processes and systems and be able to work effectively with clients and merchants An important function of the role is to support the Fleet Maintenance Manager 

• Manages and reports on cost usage that reflects delivery of planned work within agreed parameters
• Promotes diversity within the team
• Manages productivity standards, the abandoned call rate, overall call quality and service level of the team
• Provides an advisory service and consults with business in order to recommend controls and processes to ensure legislative compliance
• Promotes teamwork amongst peers and team members
• Participates in planned activities that are appropriate for own and staff development
• Manages people performance in the area of responsibility
• Manages the business processes for area of responsibility
• Ensures continuous process improvement to enable effective operational processes
• Ensures an efficient level of administration and query resolution
• Creates solutions to meet customer demands