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WebsiteCA Finance Africa Recruitment

Reference No. LEECTL

Reference Number: LEECTL
Job Description:
A financial institution is in search of a Team Leader to be responsible for providing quality and efficient customer service through daily team management including motivating, recognizing, coaching, counselling, training, and problem solving.

  • Ensure SL and outputs are being achieved by the team
  • Handle queries and provide prompt feedback
  • Prepare reconciliations and ensure correct information is updated and provided
  • Responsible for the total performance management of the team
  • Set daily, weekly and monthly targets for the team
  • Ensuring all call quality evaluations are regularly performed and conduct regular discussion with the team
  • Presents weekly and monthly presentation to management
  • Ensure the smooth running of the Call Centre by monitoring and analyzing agent activities
  • Contribute to customer service by assisting agents to solve or escalate customer queries.
  • Act as liaison between agents and all other relevant role players
  • Measure and provide input to personal development of agents
  • Identify real-time trends and escalate to the relevant role players
  • Regular and accurate submissions of timesheets
  • Perform coaching and counselling
  • Perform monthly performance discussions
  • Familiarize with the disciplinary code of the company and implement accordingly
  • To take a leadership role in directing performance and quality
  • Performs other duties as assigned or required

Requirements: Qualification and Skill

  • Matric certificate required with tertiary education being advantageous
  • 5 years’ experience in a call center with no less than 1-year team lead experience
  • Strong ability to sell products telephonically
  • Excellent communication skills in English and at least 4 other languages
  • FAIS accredited / RE 5
  • Knowledge of call center technology
  • Proficient in Microsoft Office