Call Centre Team Lead at HCS Affiliates Group

Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Call Centre Team Lead. The job holder will ensure that all Call-center functions are adequately carried out effectively, putting into cognizance clients’ satisfaction and increased stake-holders value.

Responsibilities

• Coordinate operations control center
• Maximize the productivity of resources (people, technology etc.)
• Coach and handhold agents to maintain high operations standards
• Monitor and improve order delivery time whilst minimizing order cancellations.
• Evaluate performance with key metrics (etc.)
• Ensure quality assurance checks are completed and maintained
• Optimize delivery times and maximize Gsat
• Ensure team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.
• Prepare and ensure that reports are submitted in a timely manner.
• Analyze daily and weekly operation metrics with a macro view of the long-term success of cities.
• Mentor staff and provide them with support required in their roles.
• Give structured and actionable daily feedback to the /Supervisor

Qualifications

• Undergraduate degree in Business/Social Science related field
• Minimum 3 years of experience in a busy call center.
• Being able to work under pressure.
• Very good command of English, both written and spoken.
• Proficient in MS Office, G-docs and call centre equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability
• Willingness to work weekends, early mornings, late nights, and occasional holidays, in an operational 24/7 environment
• Positive and patient
• Ability to multitask is highly recommended
• Ability to learn quickly and adopt to a fast-paced environment