Full job descriptionWe are looking for an experienced and motivated Call Centre Team Leader to oversee, support, and lead our customer service team. In this role, you will be responsible for ensuring exceptional service delivery by managing a team of customer service representatives. You'll drive performance, enhance customer satisfaction, and foster a positive and productive work environment. The ideal candidate should possess strong leadership, coaching, and communication skills, as well as a proven track record in a call center or customer service environment.
Team Supervision: Lead, manage, and motivate a team of Patient Coordinators to ensure they meet or exceed performance standards and KPIs.
Training and Development: Provide regular coaching, feedback, and support to team members; identify training needs and deliver or arrange for appropriate training sessions.
Performance Monitoring: Track individual and team performance metrics; conduct regular performance reviews and create improvement plans for underperforming team members.
Customer Satisfaction: Ensure a high level of customer satisfaction by handling escalated customer concerns and complaints in a timely and effective manner.
Process Improvement: Identify and suggest process improvements to enhance efficiency and service quality within the Patient Experience Hub.
Scheduling and Staffing: Assist with workforce planning, including scheduling and attendance monitoring to ensure adequate staffing levels and smooth operations.
Reporting: Prepare and present regular reports on team performance, issues, and customer feedback to senior management.
Compliance and Quality Assurance: Ensure adherence to company policies, procedures, and industry regulations; perform quality checks to maintain high service standards.
Team Building and Morale: Foster a supportive team environment, promoting a culture of collaboration, positivity, and recognition.
Required Qualifications: Proven experience as a Call Centre Team Leader or similar role in a customer service environment.Strong understanding of call center operations, metrics, and best practices.Excellent leadership, coaching, and interpersonal skills.Strong problem-solving abilities and capacity to handle high-pressure situations.Proficiency in call center software and CRM systems.Excellent verbal and written communication skills.Ability to multitask, prioritize, and manage time effectively.Flexibility to work shifts, including evenings and weekends as needed.Job Types: Full-time, Permanent
Pay: R12000,00 – R14000,00 per month
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