<h3><strong>Contact Centre Team Leader (12 months fixed term contract)</strong></h3>
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<p><strong>Category: Ops &; Admin &#8211; OF6310</strong><br />
<strong>Posted by: Alexander Forbes</strong></p>
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<p><strong>Purpose of the Job:</strong><br />
<strong>To ensure smooth and efficient daily operations of a business unit. The specialist&#8217;s responsibilities may vary depending on the business area ensuring optimizing processes, tracking of work output and procedures to achieve maximum efficiency, and ensuring deliverables are met. To review and ensure quality of work within a specific portfolio of funds / clients (specialization may be applicable) within a team and work is processed according to procedure and legislation within a Funds SLA and to assist team with complex queries.</strong></p>
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<p><strong>Overview:</strong></p>
<p><strong>Education</strong></p>
<p><strong>Matric – Essential</strong><br />
<strong>National diploma: Contact centre management – Essential</strong></p>
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<p><strong>Experience required.</strong></p>
<p><strong>Seasoned professional with 3 – 5 years’ experience.</strong><br />
<strong>Must have experience in managing a team dealing with inbound calls at financial services contact centre.</strong><br />
<strong>Advantageous – Experience in managing admin function within a contact centre.</strong><br />
<strong>Highly effective team management skills</strong><br />
<strong>Demonstrate exceptional interpersonal skills.</strong><br />
<strong>Ability to set targets &; streamline processes.</strong><br />
<strong>Experience in a multi service environment.</strong></p>
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<p><strong>Key performance areas</strong></p>
<p><strong>Operational effectiveness</strong></p>
<p><strong>Responsible for the day-to-day management of the team in line with Company requirements and procedures</strong><br />
<strong>Monitor call volumes and call back daily in order to meet agreed service level (80%)</strong><br />
<strong>Communicating expected Service Level Agreement outcomes to team members.</strong><br />
<strong>Effectively lead and guide resources to meet all set targets.</strong><br />
<strong>Effective feedback provided to relevant role players as and when necessary.</strong><br />
<strong>Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.</strong></p>
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<p><strong>Ensuring productivity targets for a call and email monitoring are met as per internal SLA</strong><br />
<strong>Ensuring that the quality targets for call and email monitoring are met as per set out for KPI&#8217;s.</strong><br />
<strong>Call monitoring/quality checks of the team to ensure standards are maintained.</strong><br />
<strong>Identify and escalate potential system and process improvements with the aim to enhance the customer&#8217;s journey.</strong><br />
<strong>Identify and escalate trends, problem areas and training opportunities to the Contact Centre and Training manager.</strong><br />
<strong>Manage your team’s new recruits through weekly performance discussions and coaching for the first 3 months.</strong><br />
<strong>Deliver coaching sessions to ensure KPI Targets are met.</strong><br />
<strong>Drive and motivate team to achieve targets.</strong><br />
<strong>Report on the overall quality and customer feedback per agent in team.</strong><br />
<strong>Engage with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders.</strong></p>
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<p><strong>Assess any service failure and identify the root cause and take appropriate action ensure similar failures are avoided.</strong><br />
<strong>Take ownership of a customer interactions and ensure their needs are met within TAT.</strong><br />
<strong>Manage all Internal and External Customer Services complaints and manage daily detractor notifications.</strong><br />
<strong>Effective management and resolution of escalated issues</strong><br />
<strong>Ensure minimum Contact Centre service levels are maintained daily.</strong><br />
<strong>Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties</strong><br />
<strong>Shift and adherence management to ensure there is adequate cover at all times.</strong><br />
<strong>Manage, drive and monitor productivity and quality of the work.</strong><br />
<strong>Active and continual improvement of current processes (in discussion with Training and Management) and provide direction on continual service improvements.</strong><br />
<strong>Manage regular team meetings including drafting of minutes and action plan.</strong><br />
<strong>Ensure operational systems are effectively maintained.</strong></p>
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<p><strong>Monitor and manage the effective performance of the teams, making continuous operational improvements as and when necessary, with direction from Contact centre manager.</strong><br />
<strong>Ensure that own team’s behaviour and performance follow same high standard, recognising and celebrating positive contributions, and taking appropriate action with individuals whose performance or behaviour falls short in line with company expectation.</strong><br />
<strong>Manage, motivate and develop direct reporting employees ensuring monthly performance reviews and feedback.</strong><br />
<strong>Proactively look to improve efficiency along the customer journey.</strong><br />
<strong>Build strong relationships with internal teams in order to achieve mutual goals, sharing of knowledge and discussions around continuous improvement.</strong><br />
<strong>Play an active part in the team, promoting a positive working culture and effective working practices, representing the company in a professional manner in line with our values.</strong></p>
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<p><strong>Data management and integrity</strong></p>
<p><strong>Track and manage CRM cases daily.</strong><br />
<strong>Report on quality capturing and address real time.</strong><br />
<strong>Analyse and report on case management</strong><br />
<strong>Agent and workstream report management</strong><br />
<strong>Profiently use Microsoft CRM to ensure that information is recorded accurately and with attention to detail.</strong></p>
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<p><strong>Adhering to policies, procedures, and protocol</strong></p>
<p><strong>100% adherence to Divisional policies, procedure, protocols, and SLAs</strong><br />
<strong>100% adherence to AFFS policies, procedures and guidelines</strong><br />
<strong>Monitor effective use of business tools and equipment.</strong><br />
<strong>Full adherence to schedules and Contact Centre Handbook protocols for self and staff.</strong><br />
<strong>Meeting customer survey satisfaction standard</strong><br />
<strong>Proactively identify opportunities to cross-sell Alexforbes products and services.</strong><br />
<strong>Ensure company policies and procedures are communicated to team, managing and resolving people-related problems, including but not limited to resolving employees’ conflict of interest, absenteeism, including but not limited to all IR matters.</strong><br />
<strong>Staff to adhere to the POPIA act.</strong></p>
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<p><strong>Treat customers fairly</strong></p>
<p><strong>By identifying and pursuing new opportunities aligned to TCF and maintain a good client relationship.</strong><br />
<strong>Act as a brand ambassador by modelling the AlexForbes values in every interaction with clients, colleagues, service providers and the general public.</strong><br />
<strong>Be a role model for others by consistently demonstrating behaviours which contribute towards an effective working culture.</strong></p>
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<p><strong>Development – Personal and People</strong></p>
<p><strong>Attendance and active participation in professional development, training and coaching sessions as required.</strong><br />
<strong>Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives.</strong><br />
<strong>Identify staff and address staff skills gaps through ongoing PDP process.</strong><br />
<strong>Contribute to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators.</strong></p>
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<p><strong>Competencies</strong></p>
<p><strong>Business skills</strong></p>
<p><strong>Excellent time management</strong><br />
<strong>The ability to carry out a business task effectively with determined performance and results within a given time.</strong><br />
<strong>Excellent negotiation skills</strong><br />
<strong>Planning time to achieve goals.</strong><br />
<strong>The ability to meet new people, make a good impression and develop relationships.</strong><br />
<strong>Problem solving</strong><br />
<strong>The ability to sustain positive relationships colleagues and various stakeholders.</strong><br />
<strong>Excellent problem solver</strong><br />
<strong>Excellent Motivator</strong></p>
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<p><strong>Functional skills</strong></p>
<p><strong>Communication and interpersonal skills</strong><br />
<strong>Facilitate discussions.</strong><br />
<strong>The ability to complete repetitive tasks with patience and tolerance within required turnaround times.</strong><br />
<strong>Adjust language, terminology and needs of the team.</strong><br />
<strong>The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal.</strong></p>
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<p><strong>To have the energy and drive required to meet the challenges of work.</strong><br />
<strong>The willingness and ability to follow prescribed rules, procedures and instructions within a defined framework.</strong><br />
<strong>The ability to sense and attempt to understand feelings and perspectives by taking an active interest in the teams’ concerns, values, needs and views.</strong><br />
<strong>The ability to align your behaviour with the needs, priorities and goals through commitment and determination.</strong><br />
<strong>The ability to accept change and adapt one’s approach to maintain efficiency within a variety of circumstances, and with individuals and groups within the organisation, processes, protocols, requirements, or cultures.</strong></p>
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