Job Description: Responsibilities & Requirements
MAIN PURPOSE OF JOB:
Manage the day to day planning, operation and problem-solving of a team of agents in order to meet with the required service level components, standards and Call Centre targets.
RESPONSIBILITIES &DUTIES:
1. Customer Interaction
- Answer inbound calls and assist customers with their inquiries
- Respond and resolve written and web correspondence received from customers
- Action and update the customer requests on Listener
- Responsible for taking ownership fro escalated queries, ensuring resolution and follow up with customers
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2. Team Management
- Manage the delivery of team service level expectations, quality and productivity targets and indicators
- People management, including all HR related issues as well as staff development
- Call monitoring, coaching and feedback, responsible for the delivery of superior customer experience in every call
- Training, development and coaching of staff
- Motivation, leadership for a team developing future leaders
- Conducting performance appraisals for the team
- Work very closely with the team members to solve customer queries
- Scheduling / resource planning – forecasting to ensure sufficient number of age
QUALIFICATION & EXPERIENCE:
- Matric or relevant qualification
- Customer Service experience in a Call Centre environment
- Experience in people management / supervisory role