Fidelity Services Group Vacancies – Customer Service Team Leader

Website Fidelity Services Group

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

Check Also

Half Price Books Jobs – Online Job Applications

Job hopefuls who hope to build their career in the field where they can have …