Team Leader - Cape Town at Webhelp SA

Job Advert

• You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off.
• We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining example as a Team Leader in our vibrant cape town office working on an exciting campaign.
• You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
• In this role as Team Leader you'll manage a team responsible for sales, customer care and technical support, you’ll be motivating, leading and guiding a team of dynamic individuals to reach targets and strive for excellence in customer service.
• The ideal Team Leader has excellent communication skills, a passion for helping others and going the extra mile. We want people who can hear what is not said, people who show empathy and have a contagious positive nature about them.
• We want people who are eager to learn and grow within their career, steering others to strive and give of their best at all times. If you are organised enough to work well under pressure, are highly responsible and can adapt to change while juggling tasks then this is your calling.
• Above all we want reliable, committed leaders who lead by example and are motivated toward success.
• If you’re ready to show off your proven track record of showing up on time, taking on shifts and excellent time management then make your mark by applying today.

What you’ll be doing

• Ensuring that team members perform in line with required sales performance metrics (Customer Service performance metric)
• Managing workload in a timely and effective manner
• Analysing customer feedback data
• Pursuing quality and assurance initiatives
• Producing business insights
• Presenting recommendations for improvement

What you’ll need

• Matric
• Excellent written use of English language
• Minimum 6 months’ experience as a Deputy Team Leader in a contact centre environment
• Minimum 2 years’ previous team management experience
• Excellent communication and listening skills
• Ability to identify problems and find solutions by imparting knowledge
• Analytical, time management, organisation, skills
• PC literacy, fast typing and experience using appropriate software and systems
• Clear credit, disciplinary and criminal records
• Proven performance record of accomplishment
• Clear credit, disciplinary and criminal records