Contact Centre Team Leader for FMCG Beverages

Requirements – CIC Team Leader

A minimum of 5 years of relevant commercial or corporate work experience (in the FMCG industry would be an advantage) and 1 – 2 years’ experience as a Team Leader
Experience in a service and/or sales-oriented call/contact center is a necessity
Thorough understanding of leadership skills, coaching methods, people management
Excellent verbal and written communication skills
Function in a highly pressurized environment
Excellent co-ordination skills
Customer service orientation
Computer literate with good business writing skills
Matric
Credit Clear
Criminal Clear

Duties:
Manage team of consultants following up on Liquor License renewals
Plan, coordinate, manage and control the activities of the Inbound/Outbound team
Maintain and enhance customer satisfaction through First Contact Resolution
Effective Case Management to meet organizational and operational objectives
Ensure that the highest standard of customer service is met through an efficient and effective working team in the most cost – effective manner
Understand the importance of processes and procedures in end-to-end processing, risk management and workflow and ensure the team’s adherence to these requirements.
Ensure processes are documented and updated regularly
Monitor adherence to processes, procedures and service level agreements (SLAs)
Take appropriate action to improve performance of team based on statistics/data analysis.
Manage team performance / targets
Time Management of Team
Generate weekly / monthly reports

Additional Info:
Candidates must be have excellent communication skills
Call center or contact center team leader experience
Rate – R106 per hour
Duration – 6 months 13 Jan – 30 June 2025
Beverages Tygervalley – work from office – must be able to travel to and from Tygervalley
Must be comfortable working in the alcohol / liquor industry