Team Leader in Customer Service Center

People and Performance

Assist CSCs to achieve team and individual performance measures including:

• Commercial Steering/Productivity: Achieve high productivity standard with focus on Shrinkages, AHT, non call task tracking
• Quality: Achieve expectations for call conduct, content and accuracy
• Sales: Achieve Performance targets

Coaching and Development

• Provide formal and informal feedback to CSCs on their individual performance min. on a monthly basis
• Adhere to Performance Review Process of LIT
• Recognize training needs and in conjunction with training personnel

Workforce and Steering

• Monitor and manage real time performance of team maximizing resources and act swiftly during peak volume to clear queues
• Monitor and manage CSC schedule adherence and initiate disciplinary intervention in conjunction with Human Resources as required

Customer Service

• Respond to inbound calls from markets as required and assist with the monitoring of queues
• Handle escalated customer contacts (including complaint calls and emails) and complete necessary reporting

Your profile

• Previous Team Leader experience is essential and highly advantageous
• Demonstrated experience in delivering strong performance against challenging targets
• Ability to manage and lead a team of staff
• Outstanding communication and interpersonal skills
• Strong people management skills
• Proven ability to work under pressure in a fast paced environment

Your benefit