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: