Website Hello Group
The Hello Group exists to create game-changing integrated consumer and business services for migrant and marginalised communities. Our services are co-created to be low cost, easily accessible and amazingly simple to use with technology at the very core. By constantly evolving for consumers and rese… read morellers we maintain market leadership and entrench the Hello Group within the fabric of our communities. We know we have succeeded when we are the dominant telecom, financial, business, travel, and media service provider within our target markets, very few people leave us for the competition and we get more new customers from referrals than from active selling. Hello. To a better future. Centurion Gate Office Park Centurion Pretoria, Gauteng 0157 South Africa
We are seeking an experienced Call Centre Assistant Manager/Team Leader with a minimum of 4+ years in Call Centre management to lead our team in delivering secure and exceptional customer service in the financial services industry. The role involves managing a team of 100 Customer Service Consultants, ensuring operational efficiency, meeting performance targets, and maintaining compliance with regulatory standards. This is position requires a strategic thinker with a strong background in team leadership, process optimization, and compliance in a financial services environment or similar.
Duties and Responsibilities
Team Management:
Training of Customer Service Consultants to maintain a high-performing team.
Provide hands-on leadership by coaching, motivating, and supporting consultants to deliver top-tier customer service.
Conduct regular performance reviews, give constructive feedback, and create development plans to elevate team members’ skills and performance.
Dealing with Employee related issues and with Disciplinary procedures.
Operations Management:
Oversee all daily Call Centre team, including managing inbound and outbound call flow, scheduling, and real-time performance monitoring to ensure KPIs are met.
Develop, implement, and continuously improve the customer experience.
Address and resolve escalated customer issues and complaints promptly and professionally.
Quality Assurance:
Establish and monitor key performance indicators (KPIs) to ensure high service standards.
Implement robust quality assurance processes, including call monitoring, feedback sessions, and regular customer satisfaction assessments.
Ensure compliance with industry regulations, security standards, and company policies to maintain customer trust and data integrity.
Analysis and Reporting:
Produce weekly and monthly reports for management, with actionable insights and recommendations for continuous improvement.
Training and Development:
Enhance product knowledge, customer service skills, and compliance awareness within the team.
Foster a positive, collaborative work environment that encourages continuous learning, aligns with company values, and promotes employee growth.
Special Tasks and Projects:
Lead or support outbound campaigns and special projects.
Minimum Requirements
Minimum 4+ years of experience in a Call Centre management/team leader role
Proven track record of managing a large Call Centre team
Proven ability to lead, develop, and inspire a team in a high-pressure, customer focused environment.
Strong knowledge of Call Centre technology, including CRM systems.
Proven Microsoft Suite and Excel Skills.
Excellent communication, problem-solving, and conflict-resolution skills.
Ability to analyse data, identify trends, and make informed decisions.
Apply via company website ( http://hellogroup.co.za/ ) or
hellogroup.erecruit.co