Team Lead - Applications (AWS and Data Analytics Pratitioner) at BCX

Core Description

• Ensure the smooth and efficient operation of the Applications team, including associated applications as defined from time to time, while focusing on delivering high-quality customer service and driving continuous improvement.
• Coordinate tasks, manage workloads and serve as point of contact for team related concerns.

Key Deliverables / Primary Functions

• Lead and manage a team of customer service representatives and/or Technicians.
• This involves hiring, training, coaching, and motivating staff to ensure they meet performance targets and provide excellent customer service.
• Monitor and evaluate the performance of individual Agents and the overall team.
• This includes setting performance metrics (such as call resolution times, customer satisfaction scores, and response times) and implementing strategies to improve performance where necessary.
• Manage the allocation of resources, including staffing levels, scheduling, and workload distribution, to ensure adequate coverage during peak call times and efficient use of resources.
• Develop and implementing strategies to improve the efficiency and effectiveness of the call centre.
• Generate reports and analyzing data related to call centre performance, including call volume, response times, customer satisfaction scores, and other key metrics.
• Ensure that the call centre operates in compliance with relevant regulations and company policies.
• This includes maintaining security and confidentiality of customer information, adhering to industry standards, and mitigating risks related to fraud, data breaches, and other potential threats.

Core Functional Skills & Capabilities

• Problem solving
• Communication
• Planning
• Customer Orientation
• Customer Needs Analysis

Core Behavioural Competencies

• Job Match
• Leading and supervising
• Analysing
• Applying expertise & Technology
• Planning & Organising
• Writing and Reporting

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Call Centre
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage
Experience

• 5 years’ experience in Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environment

OR

• 7 years’ experience in Call Centre of which 2 years in Management/Team Leader level in ITC/Telecoms environment

Certifications

• Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements

• Full-time Office Based position.
• Billable