Contact Centre Team Leader - N/A07373
Code/Reference:
N/A07373
Applications accepted until:
2017-11-17
Number of Openings
1

Unit:

Head Office

Location:

Cape Town

Job Purpose

  • Oversee and manage telebet operators in SunBet Cape Town Contact Centre.

Education

  • Matric

Experience:

  • 3-5 Years Contact Centre Supervisor or Management
  • Sports Betting knowledge will be an advantage.
  • Previous supervisory experience is essential plus ability to manage a team
  • Previous performance management experience essential

 

Skills and Knowledge

  • Microsoft Office (Excel)
  • Proven leadership skills
  • Strong organisational and administrative skills
  • Excellent customer service ethic
  • The ability to professionally and effectively deal with customer queries
  • Problem solving
  • Excellent Communication Skills

Key Performance Areas:

  • Productivity
  • Service Level
  • Product Assessments
  • Reports
  • Customer satisfaction
  • Complaints TAT
  • Aligns own and team€™s output with company€™s vision
  • Educates others (e.g. clients, agents, properties, etc) on policies and procedures so that they know what is expected to achieve their requirements
  • Understands business procedures and processes in order to provide quality outputs to customers
  • Finds solutions/ make recommendations within standard operating procedures
  • Establishes an office system that ensures the smooth running of the department
  • Ability to manage oneself and others: to recognise and solve time management problems
  • Develops contingency plans to avert potential problems
  • Efficiently plans and prioritises time in response to incoming needs and requests
  • Organises people so that they know what is expected of them and by when
  • Schedules events efficiently to successfully implement customer requirements on time

Equity:

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.