Customer Service Team Leader job at BURN

JOB DETAILS:
BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.

Workdays: Monday-Sunday with Scheduled off days.
Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.

Duties and Responsibilities
Performance Management & Tracking:
• Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.
• Maintain the CTA Tracker.
• Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.

• Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).

• Fair and consistent application of performance management and disciplinary measures as necessary.
• Support the team in achieving daily, weekly, and monthly sales and debt collection targets.
Operational Management:
• Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments to achieve SLAs.
• Ensure adherence to the Workforce Plan.
• Keep up-to-date with business development and new product lines.
• Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement.

• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
• Escalate any appropriate problems to management.
Team Leadership:
• Work closely with the team, providing motivation and coaching to enhance individual and collective performance.
• Host daily pre/post-shift meetings.
• Attend all calibration sessions.
• Maintain training and development plans for all team members.
• Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction.
Process Proficiency:
• Demonstrate proficiency in debt collection and/or Pay-go processes.
Other Duties and Responsibilities:
• Perform other responsibilities and miscellaneous duties as requested or assigned by management.

BURN Ambassador
• Always maintain integrity and be a positive ambassador for BURN
• Strive for continuous improvement in the services that we offer our customers.
• Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience
• Excellent verbal communication and interpersonal skills
• Fluent in English
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
• Working knowledge & experience in using MS Excel for data analysis and reporting.
• Experience in leadership roles and/or organizing events.

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education:

Job application procedure

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