O2 PAYM Team Leader

As a member of the operations management team, manage and coach a team of Advisors ensuring operational excellence, productivity, and cost-effective management within the team.

Job Title

O2 PAYM Team Leader

Job Description

Team Leader - Union Castle Building

Providing regular updates to manager on project/account status; looking for and conveying ideas for improving processes. Providing administrative or technical support at a senior level. Performing as an on-the-job trainer to junior technical or administrative support personnel. Filling the role of a staff member during staff absences and facilitating production processing in complex situations.

As a Team Leader, you will be responsible for the day to day leadership, engagement and management of an operational team, in a highly customer experience focused environment.

Key Performance Areas

The Role Includes, But Is Not Limited To

• Relationship building, creating a team dedicated to serving our customers with industry leading customer service and working together, to achieve both customer and company goals
• Developing & Coaching team members to ensure they can deal with customers, providing excellent communication skills, trouble shooting, complaint management and first time resolution
• Supporting coaching of Sales skills, enabling your team to identify opportunities to promote additional products and service of our clients
• Effectively delivering company/client messages and articulating performance requirements through both team and 1:1 sessions
• Identifying and implementing performance management strategies to support, drive and where appropriate, formally manage performance that is not in line with requirements
• Support and manage individual and team level attendance and contribute to retention strategies

As a Result Of Creating An Effective Team, The Team Leader Will Also Support The Wider Operational Group And Will Ensure They Can

• Work together with operational leaders to ensure the operational floor has the appropriate level of governance and frameworks in place
• Work together as a team to identify opportunities for people development and opportunities to develop our customer service offerings to our client and their customers
• Articulate individual and team performance levels, and create/execute improvement plans and initiatives
• Support Advisors by handling escalations where appropriate

Client Services

• Ensure team performance is in line with our clients digital KPIs
• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and Customer scored metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

Campaigns and products

• Ensures they are kept up to date and shares regular updates on client process and changes
• Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
• Is capable of handling escalated customer queries

Minimum Qualification

• Minimum Qualification: Matric (Completed)

Minimum Requirement

• 2-3 years Team Leader experience gained within the BPO or a similar environment.
• Customer Service experience

Key Competencies

Skills and Abilities (what must I be able to do / display):

• Leadership
• Working with people
• Relating and networking
• Strong administrative skills
• Persuading and influencing
• Creating and Innovation
• Coping with pressures and setbacks
• Intermediate Microsoft excel

Management/Supervisory Responsibility

This position does have a management responsibility.

All interviews, assessments and background checks will continue to take place online. It might be required of you to conduct onsite interviews and/or vetting checks.

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Please Note: No late applications will be accepted.

Closing date: Midnight, 09 April 2023

Location:

Cape Town

,

South Africa

Time Type

Full time

Contract Type

Permanent