Team Leaders OPSD: 002

Closing Date: 
Friday, 30 October, 2020
Job Category: 
Customer Service
Job Location: 
Gaborone

Job Responsibilities

  • Maintain a physical presence in the Contact Centre in order to identify problem situations and provide guidance when required.      
  • Ensure agents are briefed before commencement of any shift
  • Ensure that all Company and / or Client updates are cascaded to all individuals in the team
  • Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
  • Follow established procedures, processes and escalations. 
  • Be fully conversant with and ensure all staff is fully conversant with the Client policies, procedures, products and services and Service Level undertakings.
  • Maintain data protection and confidentiality for client and customers.
  • Support the team to meet or exceed service level components, quality and productivity targets and indicators
  • Adhere to structured Personnel Performance Review processes and procedures.
  • Ensure that qualitative and quantitative performance measures are set, and provide the necessary coaching, mentoring, training and assistance in order for team members to achieve their targets.
Minimum Education or Qualifications: 
  • A Diploma or Degree in Operations Management, Business Management or any related field.
Key Skills and Experience: 
  • A minimum of 2 years in a  call center environment  with  in experience in a call centre environment
Application Instructions: 

Suitable candidates must email their CVs, academic records, and 3 references to recruitment@directbpo.co.bw or send the documents through post to:

 

 The HR and Administration Manager

Direct BPO

P/Bag 419

Gaborone