1 day ago
Job title : Operations Team Lead
Job Location : Western Cape, Cape Town
Deadline : November 03, 2024
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Description and Requirements
- Leads and manages a team of CSS’s in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders).
- Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
- Conducts performance management activities for team members supervised.
- Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
- Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.
- Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary.
- Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
- Handles escalation calls from CSR’s, exercising discernment on whether or not individuals are capable of handling complex customer calls.
- Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.
- Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.
- Utilizes tangible and quantifiable data (i.e. Baleen metrics) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring.
- Maintains transparency with the group on team / individual performance achieved.
- Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues / problems faced by their respective teams.
- Analyzes and determines what affects agent / team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings.
- Prepares and submits reports on team performance to the Operations Manager.
- Discusses overall team performance in relation to the objectives of the Company and the program / account.
- Determines areas for improvement of the account’s performance and translates these to action plans for the team.
- Ensures that all team members are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents.
- Gathers information on Client updates on policies and procedures, and conducts weekly training sessions that center on procedural updates / changes in order to familiarize agents.
- Motivates and inspires all team members to perform better by formulating and implementing regular (i.e. weekly, monthly) team activities.
- Designs incentive-based programs aimed at motivating agents to attain the different goals and metrics, boost morale, and ultimately meet or exceed service levels set by the Client.
- Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT).
- Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR’s on the floor.
- Acts as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company’s policies / procedures and the Labor Code of the Philippines.
- Takes initiative in acquiring the necessary Human Resources knowledge in order to increase one’s supervisory capabilities.
- Primarily handles grievances / issues (i.e. attendance, performance, behavior and attitude) prior to escalating these to the Human Resources – Business Partners.
- Attends Compensation and Benefits concerns of assigned CSR’s, focusing on payroll disputes, the timely preparation and submission of payroll templates.
- Accurately tracks and indicates hours of overtime and night differential rendered by each assigned agent for the proper computation of salary.
Required skills + qualities (technical):
- At least one year call center experience within TI and/or as a Team Captain/Team Leader in other call centers, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations.
- Working knowledge of call center operations and organization required.
- Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred.
- Proficiency with Google workspace and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc…)
Required skills + qualities (non-technical):
- Supervisory and people-management skills.
- Project management skills.
- Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills.
- Adaptive to changing work schedules and working hours.
- Active listening skills.
- Operates with minimal supervision.
- Customer orientation.
- Time Management and Multitasking skills.
- Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
- Presentation Skills.
How to Apply for this Offer
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