Team Leader: Inbound and Queries at Innovation Group South Africa

Job Overview

We have an exciting opportunity for an exceptional, highly motivated and target driven Team Leader to join our Customer Service team based in Sandton, Johannesburg. The main responsibility of the role is to ensure exceptional customer experiences while also driving team performance and achieving operational targets.

Education

• A Matric certificate or Equivalent NQF Level 4 Qualification.
• FAIS accreditation would be advantageous.

Experience

• A minimum of 3 years call centre experience.

Responsibilities

• Develop, support and mentor a team of customer service agents and team members to ensure key performance indicators are achieved in terms of service levels, efficiencies and customer satisfaction.
• Conduct monthly coaching with each team member or more if necessary to achieve efficient and quality performance of queries team. Take a proactive approach to address any employee performance and attendance issue.
• Manage individual and team performance through ongoing coaching and feedback, huddles and team meetings. Address any gaps and take corrective action as required.
• Conduct quality reviews on team members on a monthly basis through call monitoring, reviews of chat and emails.
• Minimize potential complaints by providing excellent customer service at all times, taking ownership of queries and disputes.
• Effectively handle and manage customer calls, chats and emails escalated from the customer service or sales agents and other team leaders.
• Assist with reporting and generating Contact Centre reports.
• Work collaboratively with peers and other stakeholders to implement solutions to continuously improve the operation for our customers and employees.
• Ensure all complaints and queries are resolved within specified turnaround times.
• Provide constant feedback to the customers updating them on the progress of their queries or complaints.
• Make sure that complaints/queries are logged and acknowledged immediately.
• Set-up meetings and obtain mutual agreement with the divisional stakeholders to discuss the roles and responsibilities and possible areas of cooperation, improvement and conflict.
• Initiate pro-active and corrective actions as required to ensure service delivery.
• Ensure all the relevant information is recorded onto the systems related to complaints and queries.
• Adhere to set out SLA's in terms of customer queries and escalations.
• Ensure that all existing processes are aligned, maintained and re-engineered as and when required in-line with business and regulations.
• Ensure that complaints register is up to date at all times.
• Ensure compliance to regulatory bodies in accordance with the client needs and the organizations business plans and to be present and part of the development process when quality assurance sessions are held.
• Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the firm culture.
• Supervise a team of agents to ensure effective daily operations.
• Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.
• Coach and mentor team members on a daily basis on how to improve their own productivity and use of Innovation Group’s processes and systems.
• Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
• Establish and maintain a succession plan for the team.
• Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team.
• Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.
• Review and update the team’s role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.