About The RoleBURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills. Objective: The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. To ensure daily Business KPIs are met without Fail. Address and Communicate all Issues that might Impact the above proactively. Duties And ResponsibilitiesPerformance Management & Tracking:
Update daily, weekly, and monthly Agent/team Performance Tracker and VOC trackerMaintain the CTA TrackerDocument coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logsUse company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month)Fair and consistent application of performance management and disciplinary measures as necessarySupport the team in achieving daily, weekly, and monthly sales and debt collection targetsOperational Management: Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments to achieve SLAsEnsure adherence to the Workforce PlanKeep up-to-date with business development and new product lines.
Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvementWork with the management team to identify and deliver positive change and business efficienciesDeliver the allocated part of the operation within agreed budgets, service levels, and business targetsEscalate any appropriate problems to managementTeam Leadership: Work closely with the team, providing motivation and coaching to enhance individual and collective performanceHost daily pre/post-shift meetingsAttend all calibration sessionsMaintain training and development plans for all team membersLead and inspire a team of agents to deliver excellent individual/team performance and customer satisfactionProcess Proficiency:
Demonstrate proficiency in debt collection and/or Pay-go processesOther Duties and Responsibilities: Perform other responsibilities and miscellaneous duties as requested or assigned by managementThe target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. To ensure daily Business KPIs are met without Fail. Address and Communicate all Issues that might Impact the above proactively.
BURN AmbassadorAlways maintain integrity and be a positive ambassador for BURNStrive for continuous improvement in the services that we offer our customersMaintain an open and receptive attitude when receiving feedback and suggestionsSkills And ExperienceExcellent verbal communication and interpersonal skillsFluent in EnglishHighly organized, punctual, and professionalProactive attitude and takes initiative to problem solveExperience in customer-facing tasks (customer care, direct sales, relation management, etc)Working knowledge & experience in using MS Excel for data analysis and reportingExperience in leadership roles and/or organizing eventsQualified Female Candidates encouraged to ApplyBURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
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