Call Center Team Leader

Bryanston, Johannesburg

At Surgo, our philosophy is: Teamwork makes the dream work! Our management team practices and upholds the lessons of Ubuntu while still delivering against the odds we are faced with. We offer the opportunity to work from the privacy of your own home while providing all the necessary equipment to see you succeed and thrive in our organization. What are you waiting for? Kick-start your career and join our dream team!

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

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 with timely and high-quality manner  Personal Attributes:

Injection of motivation

Consistency

Transparent Communication

Applicability and Availability

Innovative and Inspirational

Effective Coaching and mentoring

Confident and Knowledgeable

Self-discipline with a knack of timeous delivery  Knowledge and Skills:

Knowledge of voice, chat, email, and ticketing support in a Call Center environment

Scheduling

Reporting and data analysis

Report writing

Previous project management experience

English is written and spoken communication skills

5 years of previous support or call center experience is essential 

Salary: RMin salary: 33000.

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Contact Surgo HR and Training: 0874700317