Fidelity Jobs in Durban – Customer Service

Job Description:

As the Call Centre Team Leader, you will be accountable for the daily running and management of the Call Centre through the effective use of resources.

Job Responsibilities:

• Manage Quality Assurance of calls to improve quality, minimise errors and track operative performance
• Liaise with agents and third parties to gather information and resolve issues for inbound line
• Ensure that all relevant communications, records, and data are uploaded/attached to calls
• Meeting and exceeding performance targets for speed, efficiency, sales, and quality within the outbound/Inbound call centre
• Maintain up-to-date knowledge of industry developments and call centre best practices
• Effectively supervise call centre personnel, ensuring optimal performance by overseeing all the activities of the call centre Agents
• Develop sales strategies to guarantee growth in line with company objectives
• Provide trend analysis to National Call Centre Manager
• Provide leadership to all personnel through effective objective setting, delegation, motivation, and communication
• Conduct regular meetings to ensure that personnel are well informed of changes in products, services, policies and procedures
• Review, monitoring and tracking of individual sales agents’ performance monthly and relevant documentation thereof

Job Requirements:

• Matric / Grade 12
• Minimum 5 years’ experience in Outbound sales call centre
• Certificate in Basic Principles of Call Centre (advantageous)
• Relevant qualification/degree advantageous
• Minimum of 2 years in Managerial role within a call centre environment

Qualification & Experience:

• Ability to use positive language
• Attention to detail
• Punctual
• Problem Solving
• Integrity and Trustworthy
• Action orientated
• Ability to multi-task, set priorities and manage time effectively
• Report Writing
• Excellent verbal and written communication skills
• Conflict Handling
• Target Driven

Job Details:

Company: Fidelity Services Group

Vacancy Type:  Full Time

Job Location: Krugersdorp, Gauteng, SA

Application Deadline: N/A

Apply Here

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