Contact Center Team Lead at Acorn Holdings Africa

Purpose of the Job

You will onboard, train, motivate, develop, and lead our Customer Service Centre team to ensure the effective and efficient running of our call centre with the aim to assure call quality, drive sales, increase occupancy and revenue and assure a great customer (new and current) experience.

Key result Areas/Key Responsibility Areas

• Lead and motivate a Contact Centre team to optimum performance levels to achieve agreed targets – occupancy and customer delight.
• Provide clear and concise direction, support, and guidance to the team through training, supervision and setting of SMART objectives.
• Manage performance through regular, effective reviews, quality control, addressing performance issues according to the company's policies and procedures.
• Conduct development reviews and recommend training and development plans.
• Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency at the CC.
• Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.
• Act as a role model for the CC team whilst striving to achieve high standards of performance and customer delight.
• Create an inspiring team environment with an open communication culture
• Delegate tasks and set deadlines
• Oversee day-to-day operation

Qualifications

• 3-4 years of experience in a contact center preferably in the hospitality and ore real estate environment.
• At least 2 years spent as a contact center supervisor with responsibilities such as training, quality control, and productivity measurement.
• Degree or Diploma in Business related course from a recognized institution
• Exposure in Contact Centre Technology, and CRM
• Proficiency in Excel and ability to understand systems to drive improvements
• Proficiency in Data Analytics
• Proven work experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Generally, tech-savvy
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills