Customer Care Team Leader - Edenvale at Motus Holdings Limited

Specific Role Responsibilities    

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Provides statistical and performance feedback and coaching on a regular basis to each team member
• Writes and administers performance reviews for skill improvement
• Ensures employees have appropriate training and other resources to perform their jobs
• Responds to and resolves employee relations issues expressed by team members
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Addresses disciplinary and/or performance problems according to company policy to the Manager
• Assists the manager with daily operation of the call centre
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Uses appropriate judgment in upward communication regarding department or employee concerns
• Duties and responsibilities is not limited to the above

Qualifications and Experience    

• Grade 12 / Matric
• 2 – 3 years work experience in a same or similar role
• Background in Insurance / Motor Industry
• Computer literate – MS Word, Excel, and Outlook (knowledge/experience)
• Excellent communication (verbal and written) - Good command of the English language
• Energetic
• Multi-tasking
• Excellent time management and attention to detail
• Confident and assertive
• Ability to work under pressure
• Ability to teach and coach
• Punctual