Call Center Leader Job in Johannesburg
Job Description
Call Center Leader Job. A Call Center Leader holds a pivotal role in the customer service landscape, leading and managing a team of call center representatives to ensure exceptional customer experiences. With a solid background in customer service management, they oversee daily operations, implement effective strategies, and drive performance metrics to achieve service excellence. Possessing strong leadership qualities, communication skills, and a customer-centric approach, they inspire and motivate their team to deliver high-quality service, resolve issues efficiently, and foster positive customer relationships. Their proactive approach to problem-solving and ability to adapt to changing environments make them invaluable assets in delivering superior call center services.
Responsibilities of Call Center Leader Job
- Drive significant growth and profitability in the context of cost management.
- Manage costs/expenses within the approved budget to achieve cost efficiencies.
- Deliver exceptional service that exceeds customers’ expectations through proactive, innovative, and appropriate solutions.
- Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SMEs, project managers, and senior staff members.
- Monitor and manage the resolution of customer complaints and ensure the resolution of escalated customer and staff complaints.
- Maintenance of expert knowledge on specific products in order to drive and achieve relevant product and service targets.
- Drive improvement of campaign performance and successes in regard to the target market.
- Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets.
- Provision of an efficient administration service through careful and timely planning, reporting, and updating of all related information.
Requirements
- Must have 2-3 years’ experience as a Team Leader.
- RE5.
- NQF level 5 FSCA recognized.
