Call Center Team Lead

Responsibilities

• Additionally, you will play a crucial role in driving the team's performance, collaborating across the organization to optimize workflows, and delivering exceptional service.
• Lead and manage the Call Center team, providing guidance, training, and motivation to ensure the team's professional development and optimal performance.
• Focus heavily on developing Call Center staff by providing advanced skill-building opportunities, mentorship, and career progression frameworks to prepare them for future roles within the organisation.
• Hire, onboard, and train new team members, ensuring they are equipped with the necessary knowledge and skills to deliver efficient support services.
• Set clear objectives and performance expectations for the Call Center team, aligning them with the broader organizational goals and objectives.
• Collaborate closely with different departments to identify operational bottlenecks, streamline communication, improve inter-departmental servicing processes, and drive overall organizational efficiency.
• Hold all departments across the organisation accountable to agreed-upon service standards, internal SLAs, and operational dependencies to guarantee seamless issue resolution.
• Develop, build, and maintain comprehensive reports and real-time dashboards providing deep insights on ticket health, status, volume trends, system gaps, and backlog analysis for stakeholders and executive leadership.
• Analyze operational metrics and performance indicators to evaluate team productivity, identify improvement areas, and implement strategies for enhanced efficiency.
• Provide reliable and efficient support to stakeholders, including clients, employees, and partners, ensuring a high level of customer satisfaction throughout the support process.
• Monitor and manage the Call Center platform, ensuring it is up to date, user-friendly, and aligned with industry best practices.
• Stay up to date with industry trends, emerging technologies, and best practices in Call Center management, incorporating them into the team's operations when appropriate.
• Continuously enhance the knowledge base and self-help resources available, empowering users to solve their queries independently.
• Maintain a positive and collaborative work environment, fostering teamwork, knowledge sharing, and open communication among team members

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field is advantageous.
• 5 years of experience in a Call Center, helpdesk, or technical support role, with demonstrated experience managing a team.
• Strong leadership and people management skills, with a proven track record of hiring, training, motivating, and successfully developing staff for organizational career progression.
• Proven experience establishing cross-departmental collaboration workflows and implementing process-efficiency initiatives.
• Strong competency in data analysis, reporting, and constructing performance dashboards using helpdesk tools (Zendesk or similar systems).
• Excellent analytical and problem-solving skills, with the ability to analyse metrics and identify areas for improvement in team and organizational performance.
• Exceptional customer service orientation with a focus on delivering a positive user experience.
• Excellent communication skills, both written and verbal, with the ability to communicate concepts in a clear and understandable manner.
• Proven ability to multitask, prioritise tasks, and work well under pressure in a fast-paced environment.
• Strong organisational and time management skills, with a keen attention to detail.
• What we are looking for in an individual
• Strong communication and inter-departmental collaboration skills
• Customer service orientation
• Accountability driver and performance motivator
• Analytical mindset with an aptitude for reporting and dashboards
• Problem-solving abilities
• Leadership, mentorship, and team development abilities
• Adaptability and flexibility
• Time management and prioritisation skills

Technical skills required

Continuous learning mindset

What we are offering

• Salary is inclusive of the following benefits
• 5% employer contribution to pension fund
• Employer contribution to death cover

21 annual leave days

• 1 year FTC with option to renew based on performance
• LTE data