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Team Leader - Customer Support

Remuneration:Market related 
Location:Cape Town, Southern suburbs
Job level:Mid

Job description

Purpose of the role

The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of customer support/service agents, ensuring that key performance requirements and operational efficiencies are achieved in line with the company objectives.

Key Performance Areas

Ensure that an exceptional customer experience is consistently achieved
  • Ensure that the team achieves the agreed performance targets and that all customer queries are resolved effectively and efficiently within the set turnaround times
  • Attend to all escalated matters from Agents or Customers, ensuring customer satisfaction is maintained
  • Promote excellent customer service orientation within team of agents and across the wider business
  • Continuously improve customer experience and service delivery statistics
  • Ensure customer excellence is achieved by driving and maintaining high standards of quality and integrity
Make sure that all operational and quality efficiencies are adhered to
  • Drive the teams efficiency targets
  • Establish and maintain productivity standards that are in line with business requirements
  • Consistently drive productivity by ensuring adherence to the workflows
  • Identify and escalate possible risk to the business as a result of procedural or system gaps
Ensure service level agreements are adhered to
  • Ensure that the departments service level agreements are in place and are achieved
  • Constantly engage with management regarding any challenges identified to mitigate through appropriate measures
People management
  • Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
  • Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards
  • Foster an environment that encourages and rewards innovation and challenges current methodologies
  • Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
  • Initiate and participate in motivational team and departmental activities
  • Effective workforce planning ensuring adequate resources are in place to meet departmental objectives by being actively involved in the talent acquisition process
  • Identify and manage behaviour in line with prescribed legislation and company policies and procedures
  • Capture required data in order to ensure all systems are up to date and accurate
  • Manage and track the team’s performance hourly, daily, weekly and monthly
  • Provide accurate reports in line with the departments requirements
  • Identify adverse variances and/or negative trends and proactively develop action plans to address this
  • Provide operational feedback to the management team by identifying trends through data analysis
  • Participate in any projects as per the agreed KPA
  • Assist with the implementation and optimization of projects and assignments


    Qualifications and accreditations
    • Grade 12/matric or equivalent qualification
    • A relevant tertiary qualification would be advantageous
       Experience and skills
      • Minimum of three years’ experience within the customer service/support (inbound) industry in a contact centre environment
      • Must have at least one to two years’ experience in leading a team within a deadline-driven environment
      • Competent in MS Office packages, particularly MS Word, Excel and Outlook
      • Clear credit and criminal record
      • Effective communication skills (verbal and written)
      • Must be available to work shifts , weekends and public holidays
        Attributes and behaviours
        • Strong motivational and leadership abilities with a positive attitude
        • Effective decision making and problem-solving abilities
        • Display a customer-centric attitude
        • Recognise opportunities for improvement and use initiative to introduce them
        • Excellent interpersonal and communication (both verbal and written) skills
        • Ability to work independently as well as within a team
        • Excellent planning and organisational skills with a proactive approach
        • Good analytical ability with excellent attention to detail
        • Resilient and change orientated

          Posted on 05 Sep 11:47

          See also: Team Leader

          Home Choice

          The HomeChoice Group is a leading credit-based direct marketing retailer selling homeware merchandise and financial services to the expanding urban middle-income mass market in southern Africa.

          View company profile

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