Team Leader- Nadi

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Centrecom Fiji
  • Post Date: December 4, 2023
  • Applications 0
  • Views 77
Job Overview

Key Responsibilities

  • Lead and inspire a team of customer care agents to deliver excellent levels of individual/team performance and customer satisfaction;
  • Creating an inspiring team environment with an open communication culture
  • Ability to delegate tasks and set deadlines
  • Analyze reporting to track performance, identify improvements and efficiency gains and keep the team motivated
  • Ability to handle frustrated customers
  • Able to assist & solve call escalations
  • Ensure that quality checks are in place followed by weekly assessments
  • Recognize high performance and reward accordingly
  • Hold regular coaching discussions with team members, providing continuous feedback to improve performance, using coaching principles
  • Effectively lead the performance management process
  • Continually assess, develop and coach the team ensuring skills and capability gaps are addressed
  • Lead people management expectations (including culture, incentives, and education)
  • Lead the Contact Centre operation in line with relevant awards, contracts, and company policies and procedures
  • Collaborate with relevant department/colleagues on various people initiative
  • Support the Customer Success Manager to highlight operational risks and areas for improvement
  • Escalate any appropriate problems to senior management

 

Essential Skills and Experience

  • Experience in similar role would be an added advantage
  • Must have Contact Centre experience
  • Computer skills, including MS Office
  • Excellent verbal and written communication skills
  • Excellent customer service ability- Be customer focused and reliable
  • Experience in leading a team
  • Good problem solving and investigation skills
Job Detail
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