Team Lead, Contact Centre at Pagatech Limited

ABOUT THE ROLE

• The Contact Centre Lead will be responsible for coordinating, supervising and providing floor support for the frontline representatives and ensure the immediate operational needs of frontline representatives are properly addressed. The contact centre lead will also ensure all representatives adhere to the established work schedule and key performance indicators.

ROLES AND RESPONSIBILITIES

• Act as a first level escalation point for issues beyond CSRs’ sphere of control
• Monitor team performance to ensure efficiency in call handling and customer service delivery
• Promptly escalate issues that affect effective and efficient customer service
• Prepare/compile agreed periodic activity and performance reports
• Ensure the timely and accurate communication and dissemination of relevant information to the team.
• Drive team efficiency by assisting in monitoring compliance to defined service levels within contact centre operations
• Daily monitoring of individual’s and team key performance indicators.
• Prepare daily, weekly and monthly performance reports or other necessary administrative tasks.
• Assist with coaching / training of the Contact Centre Representatives to ensure that they achieve or exceed CX expectations.
• Collate feedback as regards processes and policies that alienate customer and share with the line manager.
• Perform any other duties as assigned by the Manager, Customer Care.

KNOWLEDGE AND SKILL REQUIREMENTS

• First degree or its equivalent in a relevant discipline.
• Three (3) to Five (5) years relevant work experience.
• Proficiency in Ms Office - Excel, Word and PowerPoint
• Communicates tactfully and effectively both verbally and in writing
• Maintain effective work relationships with all team members
• Ability to manage and motivate staff within a team environment
• Good decision making and problem-solving skills
• Attention to detail, initiative and set high standards
• Demonstrated service excellence at a supervisory level
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.