Omni-Channel Team Leader at MultiChoice

Key Performance Objectives

Tasks

Operational Leadership

• Manage service levels on shift by ensuring adherence to planned schedules.
• Resolve and/or escalate operational challenges that could impede on successful delivery of Customer Care objectives.
• Work with agility to overcome operational problems that arise in-the-moment.
• Use the appropriate Monitoring Systems and reports that are in place to manage and monitor live team operational performance.
• Support Customer Care Managers on shift to drive efficient and effective operational performance.
• Ensure that coaching, team meetings, training time (investment time) is planned by Workforce Planning for the team.
• Ensure that investment time plans are followed and identify times outside planned investment time to allow for investment activity
• Review monthly shift schedules by Workforce Planning, and ensure that rosters are fair & consistent – escalating & resolving on behalf of CSCs as required.
• Ensure that facilities issues are logged & resolved.
• Ensure that any health & safety incidents are reported according to the outlined processes.
• Ensure that leave plans are in place and manage adherence to the leave plan and leave policies.
• Ensure that CSC’s follow policies and procedures.
• Analyse data and produce reports on team performance and outliers.

Customer Leadership

People Management

Leadership

• Ensure that all staff deliver what is expected of them with regard to customer service, sales, and customer retention targets.
• Coach each CSC on customer contacts on a weekly basis using the set coaching & evaluation tools.
• Participate in Team Leader service calibration sessions to align service coaching practices.
• Ensure that corrective action is taken where people have failed to meet service standards.
• Ensure that CSCs use the correct customer processes at all times.
• Ensure that relevant escalation processes are adhered to.
• Own & resolve escalated customer complaints from CSCs.
• Coach CSCs on how to handle customer escalations effectively.
• Ensure that CSCs meet all risk & compliance policy requirements.
• Respond with agility to resolve any situation that arises that could compromise customer experience.
• Escalate issues impacting customers or service delivery to relevant support areas – and follow up to resolution.
• Ensure the proper & timeous communication of any changes that affect customer service.
• Drive a culture of effortless customer experience and sales-through-service.
• Drive down repeat contacts and drive up first contact resolution.
• Ensure that the team is aware of and following processes related to customer retention.
• Ensure that the team drives customer usage of self service and digital service platforms.
• Ensure that customer service processes are available to all service staff.
• Serve through inspirational & motivational leadership of people.
• Ensure that CSCs are well aware of their performance requirements & KPIs, and deliver according to these requirements.
• Coach CSCs to enable them to effectively deliver on performance requirements.
• Meet coaching targets as outlined in the Team Leader KPI document.
• Ensure that Reward & Recognition programs are well known by the team.
• Host weekly meetings with CSCs to provide business updates and communicate product, system, process changes.
• Regularly engage with staff on their areas of concern & suggestions for improvement.
• Ensure that staff feedback is formally shared with the Customer Care Manager.
• Work with the Customer Care Manager to track and resolve people issues.
• Provide regular feedback to the team on progress related to feedback on issues.
• Manage misconduct, performance & all ER-related matters of staff.
• Ensure that all ER cases are well documented, tracked and progressed timeously.
• Create an environment that fosters teamwork and co-operation.
• Communicate effectively, building and maintaining relationships across all levels.
• Ensure consistent compliance to company policies and procedures.
• Lead Change as required by the change management standards & processes.
• Regularly attend & support Reward & Recognition activities.

Recruitment & Retention

• Participate in the recruitment of CSCs
• Select and place candidates in terms of agreed recruitment and selection processes.
• Foster an environment where talented & high performing people are retained.
• Maintain voluntary staff attrition levels to within required standards.

Training and Development

• Ensure that skill & knowledge gaps are addressed through Coaching.
• Ensure that training on new products, services & processes is done by all people.
• Implement & maintain coaching standards & requirements.
• Create and implement individual personal development plans for all people.
• Coach people to be able to support all technical requirements of MultiChoice products.
• Coach people to have competent customer conversations around DStv content.
• Coach people to meet required customer service standards.
• Ensure that people are trained and equipped to perform effectively.
• Create & maintain a documented succession plan.
• Ensure that people identified in the succession pipeline are trained for future roles.
• Ensure that the Career Progression path is well known and understood by people.
• Ensure that people are equipped to move through the Career Progression path.

Performance Management

• Ensure that all HR procedures governing performance management are adhered to.
• Create awareness of how Customer Care strategic objectives link to individual KPIs.
• Ensure that a full understanding of performance requirements is created for all people.
• Ensure that people in the team meet set performance standards & KPIs.
• Conduct formal monthly reviews with CSCs on their KPIs.
• Coach CSCs on identified performance gaps from KPIs to enable improvement.
• Ensure that Customer Care’s performance management process is effectively implemented, and that consequence management is applied to address consistently poor performance.
• Ensure that all poor performance management activities are logged as per the official HR Performance Improvement Process.
• Manage misconduct timeously and according to the defined HR & ER processes.
• Review daily, weekly & monthly individual and team performance reports and ensure that performance gaps are coached on immediately.
• Create awareness and drive the usage of Reward & Recognition dashboards by people.
• Provide a portfolio of evidence at regular intervals of own and team performance.
• Take responsibility to remove obstacles that impede people’s performance

Operational Project management

• Work with Customer Care Manager and contribute to deliver on projects related to the Customer Care 90 Day Plans.

Qualifications Essential

• Grade 12
• Regulatory Examination Certificate

Qualification Preferred

• Diploma in Office Administration / Communication / Operations Management advantageous
• FAIS Compliance

Experience

• At least 2 years’ experience in a frontline service role.
• At least 2 years’ People Leadership experience
• Ability to multitask in a busy environment
• Flexibility
• Call Centre knowledge
• Human Resources knowledge