Team Leader: Call Centre Sales needed at Liberty Group South Africa

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IT Change Management Specialist needed at Liberty Group South Africa
Lead Talent Acquisition needed at South32

Liberty Group South Africa’s job vacancy, Career and Recruitment

Job title : Team Leader: Call Centre Sales jobs in Not specified

Job Location : Not specified, Cape Town

Deadline : August 21, 2022

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Purpose

To coordinate, plan & deliver day-to-day team tasks & activities in order to execute call centre transactions accurately & timeously in support of org. policy compliance through the execution of predefined objectives as per agreed SOPs

Minimum Experience

  • 2 – 3 years experience in a similar environment

Minimum Qualifications

  • Higher Diplomas [Level TBA: Pre-2009 was L6] in Generic Management

Additional Minimum Qualifications

Outputs

Process

  • Ensure quality of own work, minimise mistakes, coordinate and implement team process improvements and continuously improve on quality and standards.
  • Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
  • Coordinate team’s administrative support task execution and provide input to meet required response time, quality & service delivery standards.
  • Plan periodically to coordinate, process and monitor team tasks and activities effectively and efficiently to align performance objectives.
  • Accountable for the quality execution of own and teams’ work, within defined operating procedures, standards and work routines.
  • Plan for the execution of own and other’s tasks against a set framework.
  • Proactively identify team-based work problems, determine root-cause and apply solutions in line with established guidelines, escalating more complex problems, providing the necessary information to solve problems.

Customer

  • Liaise and interact with customers via approved communication channels in a positive and helpful manner.
  • Ensure customer satisfaction with regard to the quality of information and support provided by a team under supervision.
  • Ensure the professional execution of call centre tasks and activities, ensuring an excellent and accurate client service, enhancing org reputation.
  • Contribute to a culture of service delivery excellence, which builds positive relationships and provides an opportunity for feedback and exceptional delivery within the team aligned to Treating the Customer Fairly (TCF) principles.

Finance

  • Ensure own and team adherence to specified standards, policies and procedures to prevent potential financial losses/wastage.

Learning and Growth

  • Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
  • Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
  • Effectively schedule and utilise the available human resources allocated to work area to perform specified tasks.

Governance

  • Ensure own and team compliance with applicable risk, governance and compliance processes and procedures. Escalates identified risks.

Competencies

Liberty Values

 

Technical Competencies

  • Customer Understanding (Basic)
  • Service Delivery (Basic)
  • Handling Difficult Calls (Intermediate)
  • Contact Centre Professional Development (Basic)
  • Risk Awareness (Basic)
  • Customer Advice (Technical) (Basic)
  • Customer Relationship Management (Basic)

Behavioural Competencies

  • Organisation and Attention to Detail (Basic)
  • Interpersonal Effectiveness (Basic)
  • Problem Solving and Analysis (Basic)
  • Teamwork and Cooperation (Basic)
  • Customer service orientation (Basic)
  • Team coordination (Intermediate)
  • Communicating with Impact (Basic)

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply online

IT Change Management Specialist needed at Liberty Group South Africa
Lead Talent Acquisition needed at South32

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