Inbound Team Leader - Online Gaming Support Services Call Centre

Job Summary
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This position will be based at an Online Support Services Call Centre in Green Point.

This dynamic, energetic and progressive working environment will suit those applicants that enjoy diverse team and client interaction on all levels through the process of monitoring, analysing and implementation of best quality customer services processes.

Minimum requirements -

  • Senior Secondary Qualification essential
  • Minimum of 2 years’ experience in a Team Leader/Supervisory role
  • Previous experience in working within a “Live Chat” Call Centre environment will be an advantage
  • Must have exceptional listening and analytical skills
  • Be at Intermediate to Advance Level with Internet Technology
  • Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel)
  • Strong knowledge of customer care processes and coaching techniques
  • Ability to work well in a team environment
  • Dedication to providing exceptional customer service
  • Own transport or reliable transport arrangements essential
  • Shifts will include:
  • 7am-7pm x 2
  • 7pm-7am x 2
  • Then 4 days off – 8 day cycle (including public holidays and weekends)

Key Objectives and performance areas will entail but not be limited to –

  • Mentoring & Performance Management of all inbound agents to ensure consistent productivity
  • Closely observe agent performance and provide necessary training and skills development initiatives on a daily/weekly/monthly basis
  • Ensure agents provide up to date information and follow processes correctly
  • Manage all escalations and unresolved queries
  • Participate and suggest actions alongside management to ensure world class service levels

Remuneration Package offered will include

  • Basic & Shift Salary Total Cost to Company R17 214. 00 per month
  • Over and above Monthly Incentive Bonus
  • Over and Above Company Contribution to Provident Fund (effective completion of 3 month probation period)
  • Permanent employment opportunity
  • Supportive Management Team
  • Professional and dynamic working environment

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