Team Leader: Customer Service Centre Wanted At Shoprite

Team Leader: Customer Service Centre Wanted At Shoprite. Shoprite is looking for the services of a Customer Service Centre Team Leader (TL). The successful applicant will be responsible for providing front line direction to the Customer Service Centre Consultants and assist the Contact Centre Manager in handling the day-to-day operations of the team. He/she will also be accountable for leading the team to success through coaching, developing and inspiring them in all areas required to meet the company’s standards.

Requirements

By being a part of the Shoprite family, the TL will share our exciting culture while upholding all procedures and policies and building relationships with our customers.

Job Objectives

People Management

• Effectively coach team, to improve performance and resolve customer queries
• Check and monitor quality of work produced by staff.
• Ensure team meets performance KPI’s and service standards.
• Ensure adherence to company and departmental standards and procedures.
• Maximize productivity through effective staff scheduling and management of absenteeism.

Quality Management

• Monitor calls to improve quality, minimize errors and track employees performance.
• Conduct advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries.
• Provide communication and training to ensure Agent’s are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Monitor written correspondence to ensure communication standards are maintained.
• Analyze management reports to ensure quality control and department standards are maintained

Internal Communication

• Monitor and ensure service level, productivity and performance metrics are met for the team. Track and report progress to management on both positive and negative trends
• Clearly communicate complex issues to senior management in order to gather information to assist in handling such matters efficiently and effectively and report back or alert on issues that needs to be brought to management’s attention

Customer Service

• Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely  resolution
• Recognize and identify operational issues or gaps that may have a negative impact on the customer experience or operational efficiency

Reporting

• Report daily/weekly/monthly on any reputational risk issues, interactions, trends and opportunities.
• Report complaint trends to management so that corrective action can be taken in the business.
• Compile formal report on ad hoc large issues dealt with to keep management up to date.

Qualifications:

• Grade 12 or equivalent is essential
• Business Degree or diploma to the retail or call centre industry will be advantageous

Skills Required

• A minimum of 5 years call centre Team Leader experience within a retail customer service environment is essential
• Working knowledge and understanding of the Consumer Protection Act
• A good understanding of world-class customer service principles
• Exposure to SAP Cloud4Customer or CRM will be advantageous
• Excellent written and verbal communication skills (English and Afrikaans)
• Ability to apply analytical and critical thinking
• Ability to apply and implement call centre management principles and tools
• Ability to multitask and delegate where appropriate