Hybrid Customer Support Team Leader

Posted 3 weeks ago

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About the role

  • Manage all aspects of your team’s performance
  • Ensure that our players receive world-class customer service and support
  • Ensure Monthly QA goals are met
  • Create coaching plans and provide the required level of coaching and mentoring
  • Create and manage Career Development and growth plans for your Team
  • Escalate Training specific needs to your Floor Manager and ensure follow-up
  • Analyse and monitor Team performance trends monthly to ensure delivery meets the required standard
  • Facilitate a learning environment by ensuring effective knowledge transfer amongst your team members and the wider Customer Support team
  • Conduct Monthly Performance Reviews
  • Ensure adherence to all RG and Compliance
  • Manage formal escalations when needed
  • Proactive follow-up on escalated queries to ensure timely resolution to customer concerns
  • Identify system enhancements and tool requirements needed to improve efficiency and effort within the Call Center

Requirements

  • Grade 12 or equivalent
  • Excellent customer support background using live chat & e-mails
  • Minimum 6 months previous leadership experience
  • Own transport
  • Flexibility to work shifts in a 24/7 environment
  • Excellent verbal and written communication skills
  • Able to work under pressure and meet deadlines
  • Analytical and high attention to detail
  • Self-managed, reliable, and confident
  • Adaptable and flexible in an ever-changing environment

Benefits

  • Professional Development
  • Excellent computer proficiency (MS Office – Word, Excel, and Outlook)

Job title

Customer Support Team Leader

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

High School Diploma

Location requirements

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