Customer Services Team Leader

A dynamic, innovative, and inspiring company providing fintech solutions across multiple sectors is looking for an experienced Customer Service Team Leader with Inbound, Outbound and Customer Service experience. This position reports directly to the Call Centre Manager. 

Key Responsibilities
• Ensures that the team attend to customers, understand what matters to the customer and delivers against those requests,
• Ensures that the team takes ownership of every customer need and provides the customer with a speedy response or facilitates the completion of the customer request.
• Ensures that the teams understand the risks associated with the handling of the different customer requests and follows effective controls to minimise risk, this includes authentication of the customer to prevent disclosure of information to unauthorised persons (e.g., knows how to identify the client).
• Ensure that customer complaints are resolved effectively within the prescribed timelines.
• Assists with customer escalations, complaints and queries.
• Continuously assess what matters to the customer against the ability of processes and systems to meet the customer demand.
• Is aware of and supports specific campaigns and marketing activities as required.
• Proactively promotes the use of multiple channels to clients
• Monitors internal controls to ensure adequacy and effectiveness.
• Ensures that regular quality assurance checks occur and facilitate the process of corrective action.
• Ensures staff awareness in terms of fraud and fraud mitigation.
• Continuously coaches team for optimal performance
• Determines development needs of the team and ensures that development opportunities (training, rotation, on-the-job learning, product and system updates) are implemented
• Ensures alignment to the businesses disciplinary code with regards to all employee related matters.
• Ensures that the team is enabled to perform by guiding them in terms of what must be achieved and what it means to meet customer needs, constant monitoring and measurement providing the necessary work instructions / guides that are easy to follow.
• Constantly evaluating whether the system supports optimal performance and to drive changes where this is not the case.
• Motivates team members and ensures that they receive recognition for work well done.
• Ensures that there is enough staff in place to meet the fluctuating demands of clients by effectively interpreting and actioning on available data like call volumes, average handling time, time spent on improvement work.
• Understands and solves for the changes and trends in data as it relates to. Eg., abandoned calls, average handling time, volume of demand and time taken to respond.
• Assess and act on the capacity of the team to serve client demand and solve in collaboration with the team.
• Facilitate the discussion on data with teams and facilitate the improvement of processes and methods based on data.
• Reviewing and analysing data daily to understand the performance of the team and determining what to act on.
• Communicate information in a timely, accurate and understood manner to all team members.
• Ensure that all the business policies and procedures are observed
• Track and accurately update operational performance files for agents on a weekly basis
• Coach the team to ensure quality of delivery meets the appropriate standard.
• Measure and manage the team to ensure poor performance is immediately addressed.
• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback.
• Resolve all customer queries that are escalated or are identified as detracting from positive customer experience.
• Drive team’s performance on systems and all metrics.

Special Requirements:
• Must be available to work from the office on rotational shifts through weekends and public holidays

Experience Required:
• Must have at least 2 years Team Leader/ Supervisor experience in a Bank Call Centre

Qualifications Required:
• Matric and a relevant tertiary qualification preferably with a leadership component

Behavioural Attributes for a Service Culture: Service is our differentiator.
• Advanced Microsoft Excel and Word
• Planning and organising skills
• Problem solving skills
• Team player
• Good coaching abilities
• A “can do” attitude and working in a collaborative manner (Sense of Ubuntu)
• Self-motivated and ability to work under pressure