Call Centre Team Leader at PINS Integrated Solutions

Business Objective:
Ensuring team members process the customer accurately, provide excellent customer service, and provide the customer with any necessary information as required. Ensuring KPI’s are achieved and the team is motivated.

Responsibilities:
Operations and Customer Service

• Ensuring teams understand and achieve KPIs
• Identify business trends
• Work closely with the contact centre Manager to ensure the smooth operations of the centre
• Excellent customer service skills (including questioning, probing, listening, establishing rapport, matching and closing)
• Genuine passion for speaking to customers, answering queries and a clear communicator
• To ensure the best Customer Care experience is given to all customers
• To handle customers across different platforms, including Social Media, Email, Live Chat and Telephony
• You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries
• Be passionate about being the best you can be and want to achieve targets
• Flexible for both the company and customers
• Strong team working ability
• Flexibility and able to adapt quickly to changing priorities

People, Training & Development

• Facilitate/assist in training the team; utilise relevant manuals/tool kit trainings as necessary
• Motivate the team to achieve departmental objectives
• Effectively communicate goals and objectives to the team
• Attend/complete trainings as necessary
• Where required, complete /assist in carrying out performance reviews for the team

Systems & Procedures

• Plan and analyse workload
• Manage escalated cases and stake holder sensitive cases through to completion, ensuring professionalism, efficiency and politeness
• To ensure customers queries are answered with the aim of a first time resolution
• To ensure that queries are responded to within our agreed response time

Educational Requirements and Experience

• BSc or HND in Business Administrations or related fields
• Work experience in an administrative role (a plus but not necessary)
• Experience of providing a customer focused service (a plus but not necessary)
• Ability to prioritise work and manage conflicting deadlines
• Can work weekends and/or evenings (various shifts available)