Hello Group Call Centre Jobs in Gauteng
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We are seeking an experienced Call Centre Assistant Manager/Team Leader with a minimum of 4+ years in Call Centre management to lead our team in delivering secure and exceptional customer service in the financial services industry. The role involves managing a team of 100 Customer Service Consultants, ensuring operational efficiency, meeting performance targets, and maintaining compliance with regulatory standards.
This is position requires a strategic thinker with a strong background in team leadership, process optimization, and compliance in a financial services environment or similar.
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Duties and Responsibilities
Team Management:
- Training of Customer Service Consultants to maintain a high-performing team.
- Provide hands-on leadership by coaching, motivating, and supporting consultants to deliver top-tier customer service.
- Conduct regular performance reviews, give constructive feedback, and create development plans to elevate team members’ skills and performance.
- Dealing with employee-related issues and with Disciplinary procedures.
Operations Management:
- Oversee all daily Call Centre team, including managing inbound and outbound call flow, scheduling, and real-time performance monitoring to ensure KPIs are met.
- Develop, implement, and continuously improve the customer experience.
- Address and resolve escalated customer issues and complaints promptly and professionally.
Quality Assurance:
- Establish and monitor key performance indicators (KPIs) to ensure high service standards.
- Implement robust quality assurance processes, including call monitoring, feedback sessions, and regular customer satisfaction assessments.
- Ensure compliance with industry regulations, security standards, and company policies to maintain customer trust and data integrity.
Analysis and Reporting:
- Produce weekly and monthly reports for management, with actionable insights and recommendations for continuous improvement.
Training and Development:
- Enhance product knowledge, customer service skills, and compliance awareness within the team.
- Foster a positive, collaborative work environment that encourages continuous learning, aligns with company values, and promotes employee growth.
Special Tasks and Projects:
- Lead or support outbound campaigns and special projects.
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Minimum Requirements
- Minimum 4+ years of experience in a Call Centre management/team leader role
- Proven track record of managing a large Call Centre team
- Proven ability to lead, develop, and inspire a team in a high-pressure, customer focused environment.
- Strong knowledge of Call Centre technology, including CRM systems.
- Proven Microsoft Suite and Excel Skills.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Ability to analyse data, identify trends, and make informed decisions.
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