Job Description
Our client a BPAAS (Business Process as a Service) company based in Cape Town specialists in operations management and analytics is looking for a Team Leader to join their team

Basic Function
  • Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines
  • Produce reports to gauge process performance and lead process meetings / calls
  • In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on
  • Attrition management will be a prime deliverable
Key Performance Areas
  • Customer Satisfaction
  • Process performance
  • Attrition
  • Quality and productivity Improvement
  • Level of subject matter expertise – To be able to support team queries
  • Any other essential function that may occur from time to time as directed by the Supervisor
  • Manage teams and ensure customer satisfaction, quality and productivity targets are met
  • Motivate team members and control attrition
  • Complaint and escalation management
  • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
  • Provide coaching and feedback to team members to enable them to improve their performance
  • Assist new hires such that they are productive on the floor in the shortest possible time frame
  • Client Interaction, where required – Daily/Weekly/Monthly
  • Ensure compliance with internal policies and procedures, external regulations and information security standards
  • Collect and provide data required for various audits like GI/Internal Audit
  • Effectively manage queue and balancing of work loads
Competencies & Skills
  • Knowledge of the function, process and systems
  • Coaching and Feedback ability
  • Clear written and verbal communication
  • Effective operations management
Values & Behaviour
  • Customer Service Orientation
  • Quality Orientation
  • Empathy for effective on the job coaching and feedback
  • Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education
  • Minimum 3 years of work experience in Business Process Off-shoring
  • Should have at least one year of supervisory experience in international Voice business, preferably in the UK Insurance industry

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201237 subject heading or email body.

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.

We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Should you require any additional information give us a call on 021 012 5566.
Job Type
Full-Time Regular

Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
0.00 ZAR