CSR Team Leader

Description:

Client Services Team Leader (M1)

As part of our exciting growth, we are currently seeking a Client Service and Retention Team Leader . The successful candidate will manage a team of Client Service and Retention Consultants, will be part of the Leadership team, and will report directly to the Client Service Manager. The candidate must be highly efficient, energetic, motivated, and ambitious.

Key Performance Areas (subject to change in the future):

• Client satisfaction ratios
• Consistent focus on First Call Resolution
• Ensuring work, task quality and integrity is maintained and continuously improved
• Client query response times and Maintaining Service Level Agreements
• Ensuring acceptable talk time and phone availability levels
• Client retention and increasing average client tenure

Key Responsibilities:

• Coaches the team to ensure quality of delivery meets the appropriate standard
• Analyzing team metrics and performance to drive continuous customer improvement

• Ensure team members are achieving their daily KPIs
• Conducting regular coaching and one-on-ones to ensure that all consultants have the necessary tools, resources, skills, and knowledge to manage their assigned client portfolio effectively
• Conducting and maintaining quality checks and standards within their relevant teams
• Dealing with elevated queries/problems
• Creates an environment that fosters teamwork and co-operation amongst team members
• Ensuring continual communication between management and staff
• Adhere to and enforce internal policies

Key Requirements:

• Tertiary qualification advantageous
• 2 years' Contact Centre Leadership experience
• Passed DC exam advantageous
• Excellent client service skills
• Excellent communication skills, both verbal and written, to effectively communicate with team members, customers, and internal teams
• Understanding of financial services industry
• Strong analytical skills and the ability to use data to drive performance and improve processes

Key Competencies

• Ability to lead and motivate a team
• Strategic thinking and planning

• Analytically minded with advanced excel skills
• Effectively do reports and presentations

• Excellent communication and training skills

• High attention to detail with the ability to investigative and problem-solving skills
• Excellent time management

• Ability to prioritize and multitask
• High levels of honesty, accountability and integrity

Requirements:

• Client satisfaction ratios
• Consistent focus on First Call Resolution
• Ensuring work, task quality and integrity is maintained and continuously improved
• Client query response times and Maintaining Service Level Agreements
• Ensuring acceptable talk time and phone availability levels
• Client retention and increasing average client tenure

• Coaches the team to ensure quality of delivery meets the appropriate standard
• Analyzing team metrics and performance to drive continuous customer improvement

• Ensure team members are achieving their daily KPIs
• Conducting regular coaching and one-on-ones to ensure that all consultants have the necessary tools, resources, skills, and knowledge to manage their assigned client portfolio effectively
• Conducting and maintaining quality checks and standards within their relevant teams
• Dealing with elevated queries/problems
• Creates an environment that fosters teamwork and co-operation amongst team members
• Ensuring continual communication between management and staff
• Adhere to and enforce internal policies

• Tertiary qualification advantageous
• 2 years' Contact Centre Leadership experience
• Passed DC exam advantageous
• Excellent client service skills
• Excellent communication skills, both verbal and written, to effectively communicate with team members, customers, and internal teams
• Understanding of financial services industry
• Strong analytical skills and the ability to use data to drive performance and improve processes

• Ability to lead and motivate a team
• Strategic thinking and planning

• Analytically minded with advanced excel skills
• Effectively do reports and presentations

• Excellent communication and training skills

• High attention to detail with the ability to investigative and problem-solving skills
• Excellent time management

• Ability to prioritize and multitask
• High levels of honesty, accountability and integrity