Fidelity Services Group Vacancies – Customer Service Team Leader

Job Description:

As the Call Centre Team Leader, you will be accountable for the daily running and management of the Call Centre through the effective use of resources.

Job Responsibilities:

• Maintain up-to-date knowledge of industry developments and call centre best practices
• Effectively supervise call centre personnel, ensuring optimal performance by overseeing all the activities of the call centre Agents
• Meeting and exceeding performance targets for speed, efficiency, sales, and quality within the outbound/Inbound call centre
• Conduct regular meetings to ensure that personnel are well informed of changes in products, services, policies and procedures
• Provide leadership to all personnel through effective objective setting, delegation, motivation, and communication
• Manage Quality Assurance of calls to improve quality, minimise errors and track operative performance

Job Requirements:

• Ability to multi-task, set priorities and manage time effectively
• Sound leadership skills with the capability to motivate and develop staff
• Ability to perform under pressure and within a fast-paced environment
• Ability to customize scripts to align to agent’s strengths – ensuring adherence to the legal and compliance always
• Ability to perform under pressure and within a fast paced environment

Qualification & Experience:

• Minimum of 2 years in Managerial role within a call centre environment
• Certificate in Basic Principles of Call Centre (advantageous)
• Relevant qualification/degree advantageous
• Minimum 5 years’ experience in Outbound sales call centre
• Matric / Grade 12

Job Details:

Company: Fidelity Services Group

Vacancy Type: Full Time

Job Functions: Management

Job Location: Krugersdorp, Gauteng, South Africa

Application Deadline: N/A

Apply Here

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