Customer Care Team Leader

To ensure exceptional customer support services and maintain high customer satisfaction levels that differentiate SADV from the rest of the ISP market.

• Lead and manage the assigned team of customer service agents.
• Directly oversee the daily operations of the team.
• Ensure team members understand and follow company policies and procedures.
• Provide guidance and support to agents.
• Conduct regular performance evaluations and feedback sessions.
• Assist the training and onboarding of new team members.
• Track daily, weekly and monthly KPIs for the team.
• Prepare performance reports for the Customer Care Manager.
• Identify areas of performance for improvement and implement action plans.
• Develop and manage team schedules to ensure adequate coverage and resource efficiency.
• Handle shift changes and ensure smooth transitions between shifts.
• Manage and review overtime claims.
• Handle escalated customer inquiries and complaints.
• Resolve customer issues that are escalated by team members.
• Ensure timely and effective resolution of customer complaints.
• Work closely with other team leaders to ensure consistency and alignment in customer care.
• Collaborate with other departments to address and resolve cross-functional issues affecting customer experience.
• Support the implementation of customer service policies and training programs.
• Assist in the rollout of new policies and training initiatives.
• Ensure team members are updated with the latest procedures and best practices.
• Collect and analyse customer feedback specific to the team.
• Provide insight and recommendation to the Customer Care Manager for continuous improvement.
• Ensure effective use of CRM, ticketing, and other customer service tools within the team.
• Address any technical issues or process inefficiencies affecting the team's performance.

Call Centre Management Diploma is an advantage.

5 Years experience.

Customer liaison experience preferably in a service-orientated environment.

Experience in dealing with Agents.

Broad knowledge of information systems relating to customer service.

Manage the operations of the team end to end.

Previous interaction with all stakeholders is an advantage.