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Contact Centre Team Leader - Lusaka, Zambia

  • Harare, Zimbabwe

Job Details

Job ID: #8607
Job Location Lusaka, Zambia
Company Type Network Information
Job Role Contact Centre Team Leader
Joining Date ASAP
Employment Type Full Time
Monthly Salary Negotiable

Preferred Candidate

Career Level Middle Management
Years of Experience 5
Residence Location Lusaka, Zambia
Gender Not Specified
Nationality Zambian
Degree Degree

Job Description

  • Job Status: Closed

Our Client is looking for Contact Centre Team Leader to join their team

Duties Include:
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.

Key Skills
Experience within a Contact Centre environment
Basic knowledge of Social Media is 'essential'
People Management skills

  • Job Role: Contact Centre Team Leader
  • Industry: Administration / Secretarial
  • Salary: Negotiable

Required Skills

5 Years of Experience
University Degree in Business Related Field
At least 5 years experience in customer Service

Additional Requirements

Customer Service

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