Takealot Delivery Team - Team Leader

Overview

Takealot.com, a leading South African online retailer, is looking for a highly talented Customer Service Team Leader to join our team in Cape Town. This position reports to the Customer Services Manager.

Responsibilities

• Measuring & Managing internal customer attendance & Time Keeping
• Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.
• Ensuring that the productivity targets for a call and email monitoring are met as per internal service level agreements.
• Ensuring that the quality targets for call and email monitoring are met as per set out for KPI’s.
• Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
• Identify and escalate problem areas, trends and training opportunities to the appropriate stakeholder/s
• Manage your team’s probation ...