Work in Joburg
Find a job in South Africa’s mega city
ABC Joburg is a sister company of ABC Worldwide. Based in Sandton, the team of recruiters is focused on candidates and roles in and around Johannesburg.
The City of Gold
Johannesburg is a centre of mining, manufacturing, and finance. All the mining houses are headquartered in the city, as is the Chamber of Mines, which regulates the industry. Local factories in Johannesburg and on the East Rand produce a great variety of goods ranging from textiles to specialty steels. A substantial engineering sector serves the needs of the mining industry. Virtually all the country’s banks, insurance companies, and building societies have their head offices in the city. The Johannesburg Stock Exchange, founded in 1887 to raise capital for deep-level mining, lists more than 600 companies.
While Pretoria, the South African capital, is only 40 miles to the north, most state ministries have offices in Johannesburg. Many foreign countries retain consular facilities, largely to service the needs of overseas firms, hundreds of which operate in the city.
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Job Title
Call Centre - Team Leader/Team ManagerEmployment Type
Full TimeExperience
2 to 20 yearsSalary
R18000 to R24000Job Published
31 January 2023Job Reference No.
3799560094Job Description
We are seeking to employ an excellent International BPO/Call Centre Team Manager / Assistant Manager/Team Leader
Basic Function
- Drive overall performance and manage International Insurance voice processes.
- Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines.
- Produce reports to gauge process performance and lead process meetings / calls.
- In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.
Role / Responsibility
- Manage teams
- Ensure customer satisfaction and productivity
- Meet targets
- Motivate team members
- Manage complaints
- Monitor call transactions
- Provide coaching and feedback to team members
- Assist new hires
- Client Interaction, where required
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Collect and provide data for audits
- Effectively management of workload
Competencies & Skills
- Knowledge of the function, process and systems
- Coaching and Feedback ability
- Excellent communication skills
- Effective operations management
- Previous experience in a similar environment is preferred
Values & Behaviour
- Customer Service Orientation
- Quality Orientation
- Empathy for effective on the job coaching and feedback
Work Experience Requirements
- Minimum 12 months experience as TL, Team Manager, Assistant Manager in at an International Call Centre
Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Additional Requirements
- Open to work US or UK hours
- Cannot have any criminal record
- No bad debt (accounts in arears/ under debt review)
If you are interested
Please share your CV with James Knoll
Send CV along with current salary, expected salary and notice period
