Team Leader

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Job Description:

Our Team Leaders are the heartbeat of our business. They are responsible for building an effective team of Customer Experience Advisors, with our customers at the heart of everything we do. Team Leaders are responsible for the daily support and guidance of a team, which includes motivating, rewarding, coaching, and developing the team, to deliver on our combined company and customer centric values.

Key Performance Areas

Leadership and supervision

• Manages and leads a team of advisors to exceed customer expectations on an exciting digital platform
• Coach and develop team members to achieve various customer and company Key Performance Indicators, including sales conversion targets.
• Set and achieve individual/team standards and manage performance in line with Performance Management and Quality framework standards, in line with company and department policies
• Effectively manage behaviours with individuals to ensure the team deliver in line with company and client values
• Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
• Deliver all requirements to support the team in line with our monthly Training & Competency scheme
• Effectively communicates all relevant information to staff through team meetings and all other relevant communication methods

Client Services

• Ensure team performance is in line with our clients digital KPI’s
• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements, and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

Campaigns and products

• Ensures they are kept up to date and shares regular updates on client process and changes
• Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
• Is capable of handling escalated customer queries

Implementation of Guidance and Policy

• Implements, maintains, and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site

CAPITA VALUES

• Implement and practice the Capita Values through practical application of the behaviors required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

Minimum Qualification: Matric (Completed)

Minimum requirements:

• 2 years Team Leader experience within Contact Centre
• Previous utilities experience is essential
• Sales experience (Advantageous)
• Knowledge of Contact Centre processes, methodologies, systems, and technologies

Key Competencies

Skills and Abilities (what must I be able to do / display):

• Empathy
• Leadership
• Relating and networking
• Strong administrative skills
• Persuading and influencing
• Creating and Innovation
• Coping with pressures and setbacks

Management/Supervisory Responsibility:

This position does have a supervisory responsibility. The successful incumbent will have approximately 12 Advisors reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders

Disclaimer: Please note that all candidates who are successful in the recruitment process will be required to undergo a drug screening test as part of the pre-employment checks. Employment offers are contingent upon the successful completion of this screening.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities, and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser, and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral, and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

No late applications will be considered.

Ad to expire: Midnight 6 July 2024

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