Team Leader
Media/Marketing/Sales
Pretoria/Centurion – Gauteng
ENVIRONMENT:
A Software and Technology firm is on the lookout for enthusiastic and driven Call Center Team Leaders to join their team. If you’re passionate about delivering outstanding customer experiences and have a solid understanding of health industry regulations and best practices, they would love to hear from you. A Pharmacist’s Assistant Post-Basic Certificate is a plus!
DUTIES:
- Team Leadership: Lead, motivate, and mentor a team of customer service representatives to achieve performance targets and exceed customer expectations.
- Performance Management: Monitor team performance through KPIs and quality metrics, providing regular feedback and coaching to improve individual and team results.
- Training and Development: Conduct training sessions for new and existing team members, ensuring they are well-equipped to handle customer inquiries effectively and professionally.
- Workflow Management: Efficiently manage call center workflow, ensuring smooth operations and adherence to schedules.
- Customer Escalations: Handle escalated customer inquiries or complaints with professionalism and a focus on resolution.
- Reporting: Generate and analyze performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction.
- Quality Assurance: Maintain quality assurance standards to ensure consistent service quality and adherence to company policies and procedures.
- Communication: Foster open communication within the team and act as a liaison between the team and senior management, conveying feedback, challenges, and opportunities.
- Adherence to Policies: Ensure team members comply with company policies, procedures, and compliance requirements.
REQUIREMENTS:
- Pharmacist’s Assistant Post-Basic Certificate preferred.
- Knowledge of relevant health industry regulations and best practices.
ATTRIBUTES:
- Strong leadership and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Ability to work under pressure and meet performance targets.