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Team Lead: Customer First Centre

Job Ref
Job Type
Employer Type
Recruitment Agency
Date Added 21 Aug 2019
Expiry Date 18 Sep 2019
* There have been 4 applications to this job.
* This job has been viewed 806 times.


Market related


Role details:
To supervise the Customer First Centre (CFC) service representatives in handling client queries to drive service excellence and in accordance with contractual obligations as per the service level agreements
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Key Deliverables / Primary Functions
• Delegate duties and tasks to service representatives and operational specialists and supervise inbound, outbound and remote telephonic communication with client base.
• Implement standards of work, and monitor achievement of individual team members’ targets and review completed tasks to ensure compliance with service level agreements.
• Address areas of performance to maximise efficiencies.
• Provide solutions to escalated queries.
• Organise regular training sessions to transfer skills to team members.
• Identify and make recommendations on the mitigation of operational risks.
• Keep abreast of constantly evolving trends in the information technology industry.
• Liaise with other BCX Divisions to achieve departmental goals, and maintain relationships with customers and vendors.
• Motivate and coach team members to produce desired results, providing advice and guidance on current and new techniques and methods.

Core Functional Knowledge/ Skills
Service Centre Management; Risk Management; Relationship Management; Customer Focussed; SLA Management

Competencies (
Directing People; Developing Expertise; Empowering Individuals; Following Procedures; Interacting with People; Making Decisions, Managing Tasks; Meeting Time Scales; Producing Output; Taking Action; Team Working; Upholding Standards.

Relevant Diploma (NQF 6) in Information Technology or related
Alternatively, Grade 12 with relevant IT Certification

2 to 3 years’ experience in supervising a service centre.
Alternatively, 5 years’ experience in supervising a service centre.

Special Requirements
Willing to work long hours
Ability to cope under pressure