Position: Contact Centre Team Leader for FMCG Beverages
Location: Tygervalley
Duration: 6 month project (13 Jan to 30 June 2025)
Requirements – CIC Team Leader
- A minimum of 5 years of relevant commercial or corporate work experience (in the FMCG industry would be an advantage) and 1 – 2 years’ experience as a Team Leader
- Experience in a service and/or sales-oriented call/contact centre is a necessity
- Thorough understanding of leadership skills, coaching methods, people management
- Excellent verbal and written communication skills
- Function in a highly pressurized environment
- Excellent co-ordination skills
- Customer service orientation
- Computer literate with good business writing skills
- Matric
- Credit Clear
- Criminal Clear
Duties:
- Manage team of consultants following up on Liquor License renewals
- Plan, coordinate, manage and control the activities of the Inbound/Outbound team
- Maintain and enhance customer satisfaction through First Contact Resolution
- Effective Case Management to meet organizational and operational objectives
- Ensure that the highest standard of customer service is met through an efficient and effective working team in the most cost – effective manner
- Understand the importance of processes and procedures in end-to-end processing, risk management and workflow and ensure the team’s adherence to these requirements.
- Ensure processes are documented and updated regularly
- Monitor adherence to processes, procedures and service level agreements (SLAs)
- Take appropriate action to improve performance of team based on statistics/data analysis.
- Manage team performance / targets
- Time Management of Team
- Generate weekly / monthly reports
Additional Info:
- Candidates must be have excellent communication skills
- Call centre or contact centre team leader experience
- Rate – R106 per hour
- Duration – 6 months 13 Jan – 30 June 2025
- Beverages Tygervalley – work from office – must be able to travel to and from Tygervalley
- Must be comfortable working in the alcohol / liquor industry
Interested applicants, who meet the criteria, are invited to send their detailed CV, copy of qualification(s) and academic record to Sydra.Kock@adcorpgroup.com