Job Description:We are a young, dynamic, hyper growth company looking for smart, young, creative, hardworking people to join us. We offer market related benefits, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great(ads1)Job Responsibilities:Manage your team’s probation period through regular performance discussions and coaching.Deliver individual/group coaching sessions to ensure KPI Targets are met.Drive and motivate your team to achieve targets.Identify and escalate problem areas, trends and training opportunities to the appropriate stakeholder/sAssess any service failure and identify the root cause and take appropriate action ensure similar failures are avoidedReport on the overall quality of customer interaction activity per agent in your team.Ensuring that the quality targets for call and email monitoring are met as per set out for KPI’s.Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.Ensuring that the productivity targets for a call and email monitoring are met as per internal service level agreements.Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholdersMeasuring & Managing internal customer attendance & Time KeepingIdentify and escalate potential system and process improvements with the aim to enhance the customer’s journey.Job Requirements:Intermediate to advanced excel skillsResults orientatedResponsible and AccountableMust be driven / self-motivatedProblem-solving skillsExcellent verbal and written communication skillsLeadership skills – display the qualities of a leader and set a good exampleExcellent listening skillsAnalytical skillsPassionate about teamworkStrong interpersonal skills and the ability to work as an effective team member and leaderEmpowering within team and structureSuccessfully Senior Certificate or Higher and ideally post-matric studyMinimum 18 months in the customer service environment in related leadership positionsJob Details:Company:TakealotVacancy Type:Full TimeJob Location:Cape TownApplication Deadline: N/A(ads2)Apply Hereinstantcareers.net#J-18808-Ljbffr