Telecommunications Call Center Senior Group Leader

Vacancy Details

Reference No.

EP-0004

Synopsis

A leading organization is looking for a senior group leader to join their team in a telecommunications call center.

Description

Responsibilities:

Experienced in goal-setting (defining and prioritizing specific driving objectives) Managing escalations Management of daily activities of a team of voice and ticket agents Ensures achievement of all system, team and individual customer service goals and standards Manages key performance indicators Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities

Requirements

Requirements:

6-7/6-8 years of experience Preferable 2-3 years experience in the telcommunications industry and customer service Based in Ventury City, Cape Town  Experience in customer service Responsible for administrative aspects including reporting Superior communication (oral, written), presentation, and interpersonal skills Demonstrate ability to develop and implement process enhancements including technology and performance Ability to plan, prioritze, orgranize and communicate with client Proficiency in call center applications, work force management applications, quality tools and technologies, and other related call center software Experience in goal setting

Kindly note that all positions will be filled in accordance with the Company’s Employment Equity plan. We also encourage people with disabilities to apply.