Title
Team Leader: Contact Centre
Job Description
KEY RESPONSIBILITIES
Assisting the Supervisor in overseeing the day-to-day operations of the call centre
- Ensure all communication channels in the call centre are operational and being attended to.
- Ensure all systems are operational and customers are able to transact
CORE RESPONSIBILITIES
Monitoring, Coaching & Training
- Mentoring, coaching & training of team members
- Monitoring of customer interactions across all platforms
- Coaching agents through interactions as required
- Training team members on new products
- Training team members on areas identified that needs upskilling
Contact Centre duties
- Assisting with duties in call centre where customer demand requires
- Providing feedback to Supervisor on team progress
- Assisting Supervisor with management of daily operations
COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:
- Account Managers
- Billing Department
- Sales Department
- Admin Department
- Business Support Department
Reasons for Interaction:
- Assist with merchant queries
- Assist with billing and settlement queries
- Assist with Sales leads/queries
- Assist with application queries
- Assist with general product queries
External:
- Merchants
- Paymentology
Reasons for Interaction:
- Query resolution
- Feedback on NuCard queries
QUALIFICATIONS, EXPERIENCE, & SKILLS
Educational Qualifications:
- Matric is required.
- A+ / N+ or a similar technical qualification is required.
- SQL & Power BI is advantageous
Professional Qualifications
- Call Centre experience required.
- Customer service experience required.
- Financial Services experience will be an added advantage.
Years of Experience
- 3 – 4 Years Call Centre experience is required
- 1 – 2 Years Team Leader experience will be an advantage
Other requirements
- Working knowledge of Banking systems or cash loan industry advantageous
- Fluency in English and one additional language is mandatory.
- Other additional languages will be an advantage.
- Time management is essential.
- Strong oral and written communications skills.
- Must have an excellent telephone manner and customer service ethic.
- Organisational and prioritisation skills.
- Technology and system savvy.
- Basic computer & Microsoft Windows knowledge.
- Numeracy skills.
- Proven track record of being analytical.
- Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
- Ability to maintain supreme levels of ethical behaviour and confidentiality.
- Ability to multi-task.
- Ability to identify opportunities for improvement.
Education
Languages
Top Skills
What We Do
Altron is a proudly South African technology group. We harness the power of data, technology and human ingenuity to solve real-world problems, from the everyday to the epic. A technology industry leader since 1965, we’re partnering with customers across all industries to help them grow, build a thriving economy and transform today into a simpler, safer and smarter tomorrow. Altron operates in six countries, employs 4,700+ people and reported revenue of ZAR 7.9bn for the 12-month period ended 28 Feb 2023.
