Remote Team Leader/Assistant Manager CPT, City Centre, Cape Town. Our Client is Hiring experienced International BPO Team Leaders / Assistant Team Managers.

Duties: 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. Customer satisfaction and voice quality on calls will be key metrics to be focused on. Drive overall performance and manage International Insurance voice processes. Attrition management will be a prime deliverable.

Responsibilities: Manage teams and ensure customer satisfaction, quality, and productivity targets are met. Motivate team members and control attrition. Complaint and escalation management. Monitor call transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame.

Client Interaction, where required  Daily/Weekly/Monthly. Ensure compliance with internal policies and procedures, external regulations, and information security standards. Collect and provide data required for various audits. Effectively manage queue and balancing of workload.

Skills: Knowledge of the function, process, and systems. Coaching and Feedback ability. Clear written and verbal communication. Effective operations management. Managing and setting up a pilot process in the past is highly preferred.

Education Requirements: Grade 12 Matric. 3 years of work experience in Business Process Off-shoring. One year of supervisory experience in the International Voice business, preferably in the international client domain and Insurance industry. Start date: ASAP. Salary: R17000 basic salary. Contribution towards Fibre: R600. Contribution towards your own personal Medical aid: R764. Contribution towards pension. Must be able to work rotational shifts. This is a work-from-home position so you must have Fibre.

Clear ITC, Clear criminal record, Clear Disciplinary record.

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201967 subject heading or email body.

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