Takealot delivery team - team leader

Overview

, 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 period through regular performance discussions and coaching. Deliver individual/group coaching sessions...