Customer Services Team Lead

Vacancy Details
Employer:
Important Company
The purpose of the Customer Services Team Lead role is to Important Company team leadership and functional operational excellence in the evolution of their CCC service delivery. The Customer Services Team Lead manages and co-ordinates aspects pertaining to the operational customer interfacing aspects of the Customer Services Team between 10-18 Customer Service Agents.
**Responsibilities**:
Customer Centric Delivery
- Supporting and participating in the design and development of the customer service strategy for the Group in collaboration with othercentre leaders and teams to ensure that we place the customer at the centre
- Within the context of the smaller team of Customer Services Agents assigned to the team - operationally overseeing and embedding a customer centric culture - underpinned by best-in-class customer service experience.
- Being a role model to the team in terms of what great customer service looks like - interacting directly with customers to support escalations and develop the team-s capacity to deal with a variety of service requests with a first call resolution. Aligning with the Customer Services Manager to ensure support is provided as required within the broader team context.
- Maintaining and improving customer services operations by participating in setting targets and effectively collaborating with other role players in the team to understand and execute effectively on the below operational impacting focus areas within the team context:
Effectively ensuring compliance with operational guidelines and updated all team documentation to ensure the team is aligned with the company and team-s values and policies etc.
Identifying and working with other cross-functional stakeholders to remove barriers to great customer services.
Resolving repeat call type escalations at the source to prevent future escalations.
Effective scheduling - design, deliver and maintain all processes and policies relating to workforce. Management to ensure the most efficient workload forecast and resource scheduling.
Effective quality assurance inputs, remedy, and agent feedback / development.
Co-creating effective methods for measuring quality and efficiency of the customer services team.
Effective monitoring of system performance.
Effective monitoring of workflows and interactions in the customer services team to ensure all interactions are resolved within the agreed turnaround times.
In conjunction with other stakeholders - preparing and completing action plans;
completing system audits and analyses;
managing system and process improvement and quality assurance programs.
Supporting regular compliance and audit checks are done to measure performance against targets across all channels and services.
Drive continuous improvement initiatives.
People Self, Team &
Organisational
- Aligning with the Group values and leadership behaviours.
- This role is all about PEOPLE - customers and team members! Motivating and effectively performance coaching the customer services team to ensure customer service delivery excellence. Removing any barriers to achieving great customer services. Ensuring timeous escalation to the Customer Service Manager as required.
- Ensuring the team is adequately resources and that working schedules time and attendance and plans are accurately and timeously managed, coordinated and communicated with the team.
- Focussing efforts on the Agents to enable and empower them to deliver the best possible service to their customers.
- Focussing on the development of the specific allocated customer services team to deliver on evolving services to their customers against Important Company KPI-s and service standards and taking responsibility for learning and development initiatives within that customer service team.
- In partnership with the People Team and Customer Services Manager, ensure succession development plans are in place and take responsibility for the development of an operational talent pool by optimising the skills of the existing team.
- Supporting and participating in the enablement of an innovative, agile and customer centric culture where employees are supported, empowered, and valued within the customer services team.
- Supporting and participating in the enablement of an employee wellness culture to ensure that employees are supported mentally, physically, and emotionally.
- Supporting and participating in the enablement of a culture of open and transparent communication to ensure that employees are informed of developments timeously.
Financial, Reporting and BI
- Ensuring support and input where relevant to financial objectives by providing cost estimates and budget inputs.
- Providing input where applicable the customer service team-s operational costs and budget.
- Providing and sharing relevant insights to shape customer experiences and respond to their preferences.
- Together with other stakeholders, support the preparation of performance reports, and report to the Customer Services
Manager as required on a daily/weekly/monthly on:
Customer escalations / complaint trends
Reputational risk issues
Scheduling variances versus performance impacts
Interactions, trends, and opportunities
Daily/weekly/monthly insight with recommendations for improvement
Governance &
Compliance
- Ensuring that the specifically allocated customer services team complies with relevant regulations people, customers etc. and organisational governance frameworks and standards.
- Support with the operational implementation where relevant:
Structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements - and directed by the Customer Services Manager.
- Ongoing participation in the identification and mitigation of risks related to customer service delivery team.
Future-Fit
- Providing inputs and writing resource motivations with supporting information to ensure that the Customer Services team is appropriately structured and resourced to deliver on its mandate with the right people in the right roles with the right capabilities at the right time.
- Providing inputs and ideas re:
Technology requirements to enable a seamless customer experience.
- Ensuring alignment with the customer services team effective flow of work with other functional areas across theCentre.
- Supporting strong foundations on which to build the continuous development, improvement, efficiency, and success including an environment that fosters innovation and delivery. ensuring that the Group remains contemporary in customer services practices
**Requirements**:
+2 years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing,
Customer Support Centre, or equivalent role - essential.
Experience within the FMCG, retail sector or similar - preferred.
Demonstrable passion for People! Knowledge of Customer/ Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this
Context
- essential.
JOB TYPE
Work Day:
Full Time
Employment type:
Permanent Job
Salary:
Negotiable
JOB REQUIREMENTS
Minimal experience:
Unspecified