Support Team Leader

Support and enable performance of the agents in the retail customer segments to achieve pre-defined business and customer satisfaction standards.

• You are a dynamic thinker with a high aptitude for learning.
• You have built credibility within your organization and amongst your peers.
• You are an expert at implementation and execution of performance objectives.
• You are passionate about customer service.
• You have excellent communication and negotiation skills.
• You have a reputation for being insightful and operating with integrity.
• You are adaptable and agile, have experience and knowledge in order placement, query management & asset maintenance.
• You have strong collaboration skills and ability to work effectively cross-functionally, including management, project team and other departments within the organization.
• You have Ability to effectively prioritize and execute tasks in a high-pressure environment.

Baseline:

• Relevant National Diploma - NQF Level 6 (Call Centre Management, Sales, Marketing, Business Admin or relevant).
• 3 years experience in Call Centre Operations (CSC)
• Experience in a supervisory position.

• Functional expertise and leadership to assist management in strategic decision making.
• Business collaboration and integration to attain performance and organizational goals.
• Drive customer resolution for irate customers (internally & externally).
• Drive compliance to agreed deliverables and effectively resolve misconduct.
• Working with different stakeholders including (Engen Customer Service Centre Clients)

Operations Management

• Manages available resources to achieve performance targets.
• Reviews daily operational checklist
• Manages resource planning activities for relevant area.
• Utilises computer software packages to produce correspondence, spreadsheets, reports and presentations.

People Management

• Maintains employee relations.
• Manages employee performance through coaching and mentoring.
• Develops a challenging and rewarding working environment.

Quality management

• Provides expert advice and guidance on compliance issues.
• Monitors the results of implemented corrective action.
• Investigates interactions reported by internal and external customers.
• Monitors random calls to improve quality, minimize errors and track operative performance.

Location: Cape Town

Salary band: FM

Job Advert Closing Date: All job adverts close five days after date posted

Engens approved Employment Equity plans and targets will be considered as part of the recruitment process.

We welcome applications from people with disabilities. Let us know how we can accommodate you to participate in the recruitment process.

Important Information:

• The appointment will be made in line with Engens Employment Equity Strategy.

• All applications must be submitted to the contact person/ numbers provided & in the manner requested.

• If not submitted by the closing date, your application will automatically not be considered.

• Engen does not guarantee that you will be called for an interview or appointed by virtue of your application.

• Engen reserves the right not to make an appointment.

Job Segment: Employee Relations, Manager, Human Resources, Management

Information :

• Company : Engen
• Position : Support Team Leader
• Location : Cape Town, Western Cape
• Country : ZA