Team Leader - Contact Centre at Internet Solutions (IS)

JOB SUMMARY:

Reporting to the contact Centre Manager, The Contact Center Team Leader will provide quality and efficient Client Experience (CX) to Clients through the daily management of the Crew to ensure that they meet the Service Level and perform their duties according to laid down procedures and processes. The TL will ensure that service levels are achieved in line with the set targets and that Clients expectations are met. S/he will build services relationship with Clients and conduct service reviews for partner and key clients.

MAIN DUTIES AND RESPONSIBILITIES:

• Provides 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 and coaching for skill improvement for high productivity.
• Ensure that team’s KPIs are monitored, actions are taken, evaluated accordingly and assigned properly
• Ensures employees have appropriate training and other resources to perform their jobs.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Addresses disciplinary and/or performance matters according to company policy and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement with Contact Center
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.

QUALIFICATIONS, SKILLS AND EXPERIENCE:

• Degree in Networking or IT related field.
• Level 2 Certification for Networking or Systems (Cisco, Microsoft, Juniper etc)

Proven expertise in:

• Networking or Networked environments.
• Mail Systems – Mdeamon, Exchange, Lotus notes,
• Management of
• 2- 4 years experience as a Senior support engineer or Teamleader.
• Customer Service skills and training with excellent oral and written communication skills.
• Excellent organizational skills

JOB SPECIFIC REQUIREMENTS

Job Knowledge:

• People Management
• Change Management
• People Development and Empowerment
• Process Development
• Project Management
• Resource Management
• Commercial Knowledge

PERSONAL ATTRIBUTES:

• Self-driven and result oriented
• Strong customer support and client relation skills
• Effective communication skills (verbal and written)
• Strong focus on building relationships (internal and external)
• Willingness to learn new things and share them with others
• Team player
• Confident and decisive
• Strong Problem solving/analytical skills