Team Leader: Call Centre Job Vacancy at Liberty Group South Africa

Full Time

Website Liberty Group South Africa

Liberty is a leading financial services organization that understands the value of knowledge and its power to change realities when set in action.

Team Leader: Call Centre Job Vacancy at Liberty Group South Africa

Purpose

To coordinate, plan & deliver day-to-day team tasks & activities in order to execute call centre transactions accurately & timeously in support of org. policy compliance through the execution of predefined objectives as per agreed SOPs

Minimum Experience

  • 2 – 3 years experience in a similar environment

Minimum Qualifications

  • Higher Diplomas [Level TBA: Pre-2009 was L6] in Generic Management

Additional Minimum Qualifications

Outputs

Process

  • Ensure quality of own work, minimise mistakes, coordinate and implement team process improvements and continuously improve on quality and standards.
  • Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
  • Coordinate team’s administrative support task execution and provide input to meet required response time, quality & service delivery standards.
  • Plan periodically to coordinate, process and monitor team tasks and activities effectively and efficiently to align performance objectives.
  • Accountable for the quality execution of own and teams’ work, within defined operating procedures, standards and work routines.
  • Plan for the execution of own and other’s tasks against a set framework.
  • Proactively identify team-based work problems, determine root-cause and apply solutions in line with established guidelines, escalating more complex problems, providing the necessary information to solve problems.

Customer

  • Liaise and interact with customers via approved communication channels in a positive and helpful manner.
  • Ensure customer satisfaction with regard to the quality of information and support provided by a team under supervision.
  • Ensure the professional execution of call centre tasks and activities, ensuring an excellent and accurate client service, enhancing org reputation.
  • Contribute to a culture of service delivery excellence, which builds positive relationships and provides an opportunity for feedback and exceptional delivery within the team aligned to Treating the Customer Fairly (TCF) principles.

Finance

  • Ensure own and team adherence to specified standards, policies and procedures to prevent potential financial losses/wastage.

Learning and Growth

  • Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
  • Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
  • Effectively schedule and utilise the available human resources allocated to work area to perform specified tasks.

Team Leader: Call Centre Job Vacancy at Liberty Group South Africa

Governance

  • Ensure own and team compliance with applicable risk, governance and compliance processes and procedures. Escalates identified risks.

Competencies

Liberty Values

Technical Competencies

  • Customer Understanding (Basic)
  • Service Delivery (Basic)
  • Handling Difficult Calls (Intermediate)
  • Contact Centre Professional Development (Basic)
  • Risk Awareness (Basic)
  • Customer Advice (Technical) (Basic)
  • Customer Relationship Management (Basic)

Behavioural Competencies

  • Organisation and Attention to Detail (Basic)
  • Interpersonal Effectiveness (Basic)
  • Problem Solving and Analysis (Basic)
  • Teamwork and Cooperation (Basic)
  • Customer service orientation (Basic)
  • Team coordination (Intermediate)
  • Communicating with Impact (Basic)

How to Apply:

TAP / CLICK HERE TO APPLY

To apply for this job please visit careers.liberty.co.za.