Ghanaian English and Twi speaking Team Leader, Bryanston, Johannesburg, Our client based in Bryanston Johannesburg is looking for dynamic Ghanaian English and Twi Speaking, Cell Centre Team Leaders to join their fast-growing company. The company is one of the fastest-growing start-ups worldwide, with millions of contently satisfied customers in over thirty countries! The organization operates in Europe, Mexico, and Africa. The widely established organization is defining the future of transport! The position does require you to work shifts.

The objective of the position: Set Customer Support Specialists up for success. Making it easy for them to provide the best possible support to clients. Actively contribute to reaching operational CS KPIs through various projects and relationships with other teams and departments.

Duties and Responsibilities: Customer Service operations and workflow management. Team Leader needs to be aware of and know how to work with all tools and possible data sources. The Team Leader needs to be fluent in all SSA CS processes. Team Leader needs to be able to provide Customer Service processes knowledge in an easy and fast way to Customer Support Specialists in order to ensure smooth and high-quality service. Create a safe and productive work environment for Customer Support Specialists. Help to achieve optimal performance from Customer Support Specialists by analyzing knowledge gaps and requesting or organizing training/guidance for improvement.

Communicate to relevant Senior Team Lead, if Customer Support Specialists are not performing as expected. Monitor or make needed adjustments to resource allocation throughout the day, week, and month. Lead by example and promote the company's values among the Customer Support Specialists and beyond. Complete Customer Support Specialist tasks in a timely and high-quality manner.

Personal Attributes: Injection of motivation. Consistency, Transparent Communication, Approachability, and Availability, Innovative and Inspirational, Effective Coaching and mentoring, Confident and Knowledgeable, Self-discipline with a knack of timorous delivery.

Knowledge and Skills: Fluent in English and Twi (spoken and written skills). 2 years of previous support or call center experience is essential. Scheduling. Reporting and data analysis, Report writing, Previous project management experience.

Working hours: Rotational shifts, 06:00am to 23:00pm

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