Team Management

• Lead a dedicated, high-performing team of agents, providing mentorship and support.
• Conduct regular performance reviews and provide actionable feedback.
• Monitor and track KPIs, including response time, resolution time, customer satisfaction, and complaint resolution rates.
• Foster team growth by identifying training opportunities and updating SOPs and guidelines to reflect evolving business needs.

Complaint Resolution

• Oversee and ensure the timely resolution of complaints through efficient administrative processes.
• Investigate and resolve logistics escalations, providing actionable resolutions to branches.
• Liaise with TDT branches, Distribution Centers (DCs), Supply Chain, and other teams to facilitate complaint resolutions.
• Communicate directly with branches to obtain necessary information for investigation and resolution.

Reporting & Documentation

• Compile and submit accurate reports (daily, weekly, and monthly) within stipulated timelines.
• Maintain team trackers to monitor progress, identify trends, and generate actionable insights.
• Delegate reporting tasks to enhance team capacity and skill development.
• Document all processes, protocols, and resolutions for training and operational reference.

Process Improvement

• Conduct gap analyses to identify inefficiencies and propose operational improvements.
• Implement preventative measures to reduce relogged complaints to below 1.5%.
• Provide insights and recommendations to improve service levels within the franchise network.
• Track data accuracy and ensure timely communication of updates to stakeholders.

Stakeholder Engagement

• Build and maintain collaborative relationships with internal and external stakeholders.
• Organize team hub visits to strengthen cross-functional understanding and communication.
• Provide feedback and support to Franchise Compliance Coordinators (FCCs) and Franchise Managers (FMs) to drive operational excellence.

General Duties

• Manage credit requests and align with business standards.
• Support business objectives through management of projects within the financial year.
• Support OTP tracking and other business initiatives.
• Mentor and coach team members to foster knowledge transfer and professional growth.
• Perform additional duties as required by operational needs.

Minimum qualification and experience requirements:

• Matric Certificate or equivalent qualification (tertiary qualification advantageous).
• At least 3 years of experience in a team lead or similar role.
• Proven experience in complaints handling and customer service.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Experience with Zendesk or other ticketing systems advantageous.
• Background in food delivery customer service advantageous.