Team Leader - Contact Centre.Customer Experience

The Contact Centre Team Leader is responsible for planning, managing, and executing Contact Centre operations to ensure efficiency, quality, and high performance. The role focuses on driving customer-centric strategies, optimizing processes, managing escalated queries, and maintaining excellent service standards.

Requirements

• Assist in building Customer Experience strategy and concept.
• Promote a customer-centric approach.
• Position service and relationships as key differentiators.
• Understand and uphold Contact Centre quality standards.
• Optimize and align Contact Centre processes with organizational objectives.
• Investigate and leverage technology and people to deliver world-class customer service.
• Communicate and monitor quality targets.
• Investigate agent capabilities and customer needs.
• Manage escalated calls and queries.
• Contribute to the Sectional Business Plan aligned with organizational goals.
• Support implementation of MTN Customer Experience strategy.
• Coach, mentor, and develop team members.
• Manage diversity within the team.
• Oversee workforce, including contract workers.
• Maintain high standards of quality and customer service.
• Implement Customer Care and Relations Policy.
• Facilitate transition toward a customer-centric organization.
• Ensure positive customer relations within the Contact Centre.
• Efficiently handle all issues directed to the section.
• Participate in designing and implementing Contact Centre processes.
• Achieve Contact Centre targets.
• Manage escalated queries effectively.
• Maintain excellent customer service standards.
• Control corporate assets within the section (e.g., PCs, headsets).
• Ensure KEY Performance Indicators are met.
• Maintain AHT ≤ 185 seconds.
• Conflict Resolution: Resolve issues amicably between customers and agents.
• Apply company policy fairly when handling complaints.
• Conduct regular mystery calls to maintain customer experience standards.
• Manage staff development and training.
• Promote motivation and positive attitudes.
• Train staff on customer service skills.

Benefits

• Opportunity to work for a leading telecommunications company
• Chance to develop leadership and management skills
• Potential for career growth and advancement
• Opportunity to work in a dynamic and fast-paced environment
• Competitive salary and benefits package