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Contact Centre Team Leader

Introduction My client in Linbro Park is looking for a Contact Centre Team Leader who is focused on customer care, customer experience as well as leading teams and members. Duties & Responsibilities Positively leading and managing a niche Call Center focused on First Call Resolution and supporting Store Owners Having intimate knowledge of Customer Care, Customer Experience and a solution based approach . Analysis of service failures to establish root causes and implement sustainable solutions in collaboration with other departments where necessary. Managing speedy and timely complaint resolution Shift and Leave planning and follow up Ensuring that PSR (Problem Shipment Report) is checked and actioned daily to ensure delays are kept to a minimum. Monitoring daily performance, call statistics and productivity. Collaborating with CRM’s, Product Manager and other department to ensure SLA’s are met and exceeded. Desired Experience & Qualification. Minimum requirement is a Matric (Grade 12) qualification. Strong communication skills High emotional intelligence and ability to work in a demanding environment. Excellent inter-personal skills and customer centric approach. Minimum 5 years team leader /supervisory experience. Minimum 5 - 7 years Customer Care experience (ideally courier or service industry) Package & Remuneration. Up to R20 000.00 CTC depending on experience.

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