Supervisor, Customer Service/HelpDesk, Customer Service Rep Jobs in Cape Town, South Africa at Teleperformance
Overview
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
Qualifications
Qualifications and Experience
Minimum of 6 months + tenure with Teleperformance as a current Team Leader – Essential
Able to work on shift rotations & Able to work a varying schedule
Knowledge of e-mail application utilized by Supplier (Google and Windows Tools)
Has basic knowledge of Office Applications and used a desktop computer system before
Ability to navigate between multiple windows
Ability to launch and close applications
Ability to navigate within folder system
Ability to navigate within web-based applications
Responsibilities
Main Responsibilities (but not limited to)
You should begin your day by evaluating the prior day/week/month performance reports
Ensuring any agents with performance issues have been followed up with and tracked.
Daily meetings with my team, ensuring Team understand daily & trended actual results versus the goals identifying agent outliers
Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans.
Skills & Attributes
The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. She or he is a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations.
Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure
Team leadership and people development
Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
Good project management skills and experience
Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
Demonstrated ability to drive process changes and improvements
Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
Goal driven, target orientated, able to step back and look at the bigger picture.
Experience in writing documentation and standard operating procedures
Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
Good problem-solving skills
Ability to effectively respond to customer needs
Excellent interpersonal and communication skills.
Proven ability to make and implement decisions.
Proven ability to influence change at all levels as appropriate.
Title: Supervisor, Customer Service/HelpDesk, Customer Service Rep
Company: Teleperformance
Location: Cape Town, South Africa
Category:
