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Call Centre Team Leader

Purpose of the job:

  • Work closely with the team, motivating and coaching them.
  • Manage the day-to-day line activities.
    • Managing the work phone
    • Managing escalations
    • Managing absenteeism
    • Support the Call Centre Manager in ensuring that the Call Centre Agents are closing their cases
  • Monitoring that the Call Centre agents are following the correct procedure | process when logging calls.
  • Escalate complaints | problems to the Call Centre manager if unable to resolve live escalations from Call Centre agents.
  • Keep the Call Centre manager updated on any operational issues that may arise that affects the Call Centre SLA’s.

 

Minimum education:

  • Matric a must
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Microsoft suite – Office

 

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