Customer Engagement Team Leader (French Speaking)

Team Leaders are responsible for the daily support and guidance of a team, which includes motivating, rewarding, coaching, and developing the team, to deliver on our combined company and customer centric values.

Key Performance Areas

Leadership and supervision

• Manages and leads a team of advisors to exceed customer expectations on an exciting digital platform
• Coach and develop team members to achieve various customer and company Key Performance Indicators, including sales conversion targets.
• Set and achieve individual/team standards and manage performance in line with Performance Management and Quality framework standards, in line with company and department policies
• Effectively manage behaviours with individuals to ensure the team deliver in line with company and client values
• Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
• Deliver all requirements to support the team in line with our monthly Training & Competency scheme
• Effectively communicates all relevant information to staff through team meetings and all other relevant communication methods

Client Services

• Ensure team performance is in line with our clients digital KPI’s
• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements, and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

Campaigns and products

• Ensures they are kept up to date and shares regular updates on client process and changes
• Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
• Capable of handling escalated customer queries

Implementation of Guidance and Policy

• Implements, maintains, and manages the cascading of all relevant ellio policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.

Professional know how

Academic

• Grade 12

Experience

• 2-3 Years experience as a Team Leader
• Fluency in French and English Speaking (Required)
• Customer Service experience ( Required)
• Good track record of leading performing teams

Skills and Abilities (what must I be able to do / display):

• Empathy
• Leadership
• Relating and networking
• Strong administrative skills
• Persuading and influencing
• Creating and Innovation
• Coping with pressures and setbacks

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

Important

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

ellio South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Apply today

Send your most recent CV to show how you meet the criteria above to ***email_hidden*** - Please use the job you are applying for as the subject line.