| Reference Number | RCL240407-1 |
| Company | RCL Foods |
| Job Title | Customer Service Centre Team Leader |
| Functions | Customer |
| Job Type Classification | Permanent |
| Location – Town / City | Durban |
| Location – Province | KwaZulu-Natal |
| Location – Country | South Africa |
| Job Description | At RCL FOODS we grow what matters!!! We at RCL FOODS are in search of a Customer Service Centre Team Leader to join our Vector Division. The role will be based in Durban and report to the Customer Service Specialist. RCL FOODS is looking for an incumbent to: The purpose of this role is to supervise the entire CSD, PSD or Inland Customer Service Centre operation, implementing appropriate Customer Service Centre standards, measurements, resourcing and training; and maximizing Customer Service Centre efficiencies and controls. |
| Minimum Requirements | Matric 3-year degree/diploma would be advantageous (Sales / Marketing / Logistics)3 years experience within a call centre environment year experience in Team Leader / Supervisory role Knowledge: Call Centre Systems SAP, CRM, Telephony Management Solution (AVAYA)PC Literacy (Word + Excel)Understand Customer Service, FMCG, Logistics, Retail |
| Duties & Responsibilities | Operations Manage and Maintain: Daily / Weekly / Monthly Controls Score Cards and Checklists, as per implementation & Design Reporting Meetings Workload by channel Jabs & Allocations Pricing Reviewed & Followed correctly at the Agent Level Score Cards & Checklist duties carried out as per design & Implementation Daily Site Functional Operations Lines, Systems, All Communication Channels, Tested and working Call Lists activation Functional Problems Logged via BCX Service Levels, Call Centre Stats & Targets, driven, observed and maintained Action Administrative Tasks Maintain adherence to existing & New SOP’s and BCP’s All Technical system faults are logged and managed until the resolution Staff Development & Management Manage Team of Call Centre Agents relevant towards Assigned. Keep abreast of other Teams Area’s Knowledge & Controls, to fill in where and when necessary if required Ensure allocated Team “Bums in Seats”, according to Workload, Communication Channel (Inbound, Outbound, Email, Fax) and break schedules Ensure all allocated Team Call Centre Agents, have implemented IDPs. Ensure all allocated Team Call Centre agents have Implemented KPIs Conduct Regular Performance Appraisals, with Call Centre Agents according to the process Ensure all allocated Team Call Centre Agents are competent in Knowledge, Process and systems The Incumbent Team Leader will ensure that he/she has received the necessary IR Training and HR Support Provide QA/Technical Trainer with TNA – Training Needs Analysis of allocated Call Centre Agents. Accountable for ensuring all Agents attend Coaching, Training & Feedback Sessions as allocated Accountable for Documentation of Absenteeism, Time Keeping, Work Performance & Trends of Call Centre Agents Accountable for addressing Staff related IR Issues Customer Service Drive FCR – First Call Resolution at Agent LevelQNC’s – Queries and Complaints Management Follow Through and Drive at the Agent Level to resolve within SLA Interact with Key Stakeholders (NAMs, Principles, Buyers, Business Units)to drive Query/Order/Uplift Resolution Attend to Escalated Queries, Service-Quality issues as Escalated from Agent Level Drive Value Added Business Support Collate information and Feedback, as and when required: CSI’s, Out Of Stocks, Potential Sales New Store Openings, Rejections, ICU Lists VTM Sales Support, Returns, Of Sequence Deliveries, Investigations, Masterdata, And other Admin, Research, tasks etc…..Identify Root Cause and Provide input to Possible Solutions |
We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports the achievement of our Employment Equity goals.
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