Associate Team Lead (English & French Speaker) - GCC Africa - Remote

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What Well Bring:

The Associate Leader for the Resolution Center provides all Customer Service Representatives leadership, guidance and direction through mentoring, coaching, and feedback, as well as support and feedback to management to execute on the shared vision of the department. English and French Speaker.

What Youll Bring:

Essential Duties and Responsibilities:

• Responsible for Customer Support team day to day operations support including interviewing candidates and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems as they arise.
• Manage payroll and tracks PTO/occurrences for Customer Support personnel.
• Leads monthly call calibration sessions.
• Manages outstanding advancement check repayments for Sontiq.
• Performs duties of Sontiq Response Center Specialist as needed (i.e., taking phone calls and case management).
• Assists with resolution of escalated customer issues.
• Rotates focus between both Support teams Sontiq Support Teams as needed.
• Provides coverage assistance and general support when as needed.
• Provides input and feedback on team member’s performance to Specialists and Management.
• Assists with various projects and tasks as needed.
• Helps with phone and case reporting as dictated.
• Assists with the managing of Report Tickets via JIRA.
• Addresses and reports any issues/problems that may affect workflow, quality, or morale in a timely manner.
• Helps with SOPs for Customer Support department.
• Responsible for performance and behavioral management of entire team, including efficiency quality and schedule adherence.
• Ensures agents meet standards in all KPI categories; Failure to do so can lead to PIP.
• Models all core value ethics.
• Displays and maintains professionalism when handling difficult situations with internal and/or external customers.
• Other duties may be assigned.

Education and/or Experience:

• High school diploma or general education degree (GED); and minimum of 4 years of related experience and/or training. Previous leadership experience preferred.

Other skills and requirements:

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to communicate in English and French.
• Ability to write simple correspondence legibly and accurately with good grammar and without typos.
• Ability to effectively communicate information verbally and written in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to calculate figures and amounts such as discounts, interest, and percentages.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to provide reasonable judgment when making decisions.
• Obtain the necessary certificates, licenses, and registration needed in a timely manner.
• Proficiency in Microsoft Office and Windows products. Ability to work with companys Call Center software.
• Ability to accurately key 40 words per minute. Internet navigation experience.
• Position requires organizational skills, excellent phone etiquette and ability to work independently, as well as in a team.
• Ability to provide direct, honest feedback to teammates.
• Ability to manage time recording system accurately.
• Technical savvy with CRM and phone systems.
• A strong business acumen, with the ability to learn quickly.

Schedule Requirements:

Hours can vary based on business needs

Impact Youll Make:

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the companys Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Associate Lead, Consumer Quality Support