Call Center Team Leader, Bryanston, Johannesburg. At Surgo, our philosophy is: Teamwork makes the dream work! Our management team practices and upholds the lessons of Ubuntu while still delivering against the odds we are faced. We offer the opportunity to work from the privacy of your own home, while providing all the necessary equipment to see you succeed and thrive in our organisation. What are you waiting for? Kick start your career and join our dream team! The position does require you to work shifts.

The objective of the position: Set Customer Support Specialists up for success. Making it easy for them to provide the best possible support to clients. Actively contribute to reaching operational CS KPIs through various projects and relationships with other teams and departments.

Duties and Responsibilities: Customer Service operations and workflow management. Team Leader needs to be aware of and know how to work with all tools and possible data sources. Team Leader needs to be fluent in all SSA CS processes. Team Leader needs to be able to provide Customer Service processes knowledge in an easy and fast way to Customer Support Specialists in order to ensure smooth and high-quality service. Create a safe and productive work environment for Customer Support Specialists. Help to achieve optimal performance from Customer Support Specialists by analysing knowledge gaps and requesting or organising training / guidance for improvement.

Communicate to relevant Senior Team Lead, if Customer Support Specialists are not performing as expected. Monitor or make needed adjustments to resource allocation throughout the day, week and month. Lead by example and promote the company's values among the Customer Support Specialists and beyond. Complete Customer Support Specialist tasks with timely and high-quality manner.

Personal Attributes: Injection of motivation. Consistency. Transparent Communication. Applicability and Availability. Innovative and Inspirational. Effective Coaching and mentoring. Confident and Knowledgeable. Self-discipline with a knack of timeous delivery.

Knowledge and Skills: Knowledge of voice, chat, email and ticketing support in a Call Center environment. Scheduling. Reporting and data analysis. Report writing. Previous project management experience. English written and spoken communication skills. 5 years previous support or call center experience is essential.

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Contact Surgo HR and Training: 0874700317