Contact Centre Team Leader - Lusaka, Zambia
- Harare, Zimbabwe
|Job Location||Lusaka, Zambia|
|Company Type||Network Information|
|Job Role||Contact Centre Team Leader|
|Employment Type||Full Time|
|Career Level||Middle Management|
|Years of Experience||5|
|Residence Location||Lusaka, Zambia|
Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.
Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.
Manage performance through regular, effective reviews, addressing
performance issues according to the company's policies and procedures.
Conduct development reviews and recommend training and development plans.
Deliver all departmental KPI's, achieving set targets and objectives within the inbound, all ancillary areas outsource and overflow services.
Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.
Act as a role model to others whilst striving to achieve high standards of performance and customer service.
Experience within a Contact Centre environment
Basic knowledge of Social Media is 'essential'
People Management skills
At least 5 years experience in customer Service
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