Call Centre Team Leader

FlySafair • Full-time • City of Johannesburg, ZA • 1h ago

Ensure that systems are working efficiently;
Delegate duties based on operational demands. Monitor productivity and drive Agents to achieve daily targets;
Update Agents on SLA terms, SOPs and policies and monitor compliance;
Coach and support Agents to ensure delivery is in line with service standards;
Address quality control issues raised;
Compile monthly reports and stats;
Monitor attendance and punctuality;
Address disciplinary issues in line with company policies;
Resolve escalated customer queries and concerns;
Identify customer needs, clarify information, research/ investigate as needed and provide solutions and or alternatives;
Capture details of comments, inquiries, complaints, and actions taken in line with SOPs;
Update existing customer information when required;
Liaise and interact with customers via approved communication channels in a positive and helpful manner, ensuring exceptional customer service;
Seize opportunities to upsell products when they arise;
Maintain customer confidentiality;
Maintain knowledge of services and products and identify opportunities to improve customer service skills;
Maintain knowledge of industry trends and happenings and ensure adherence to industry standards;
Conduct quality assessments on calls and written communications;
Provide constructive feedback to Agents and support them with closing development gaps;
Provide feedback to the management team on assessment outcomes;
Encourage, promote, and embody a spirit of teamwork;
Assess and optimise the performance of direct reports;
Provide specialised insights to direct reports.
Guide, support and develop direct reports.
Sound knowledge of MS Excel, MS word and MS Outlook;
Knowledge of all aspects of FlySafair's service, all standard operating procedures as well as terms and conditions;
Excellent understanding of delivering great customer service;
Knowledge of all call centre systems;
Conflict resolution skills;
Excellent communication skills (written and verbal);
Problem solving and decision-making skills;
Excellent phone etiquette;
The ability to work well under pressure;
Rapport building and interpersonal skills;
Attention to detail;
Ability to multi-task and prioritise in a highly deadline-driven environment;
People Management skills.

Personal Attributes

High degree of patience and assertiveness;
Trustworthy, professional and reliable;
Customer-focused and service-orientated Team orientated;
Goal orientated;
Adaptable and flexible;
Immaculate timekeeping.

Application Guideline

Email applications will not be accepted;
Preference will be given to members of under-represented designated groups;
Should no feedback be provided within two (2) weeks from the closing date, please consider your application as unsuccessful.

FlySafair Reserves The Right