CALL CENTRE TEAM LEADER (x4 positions) – MRI Botswana Limited

MRI Botswana Limited is a citizen-owned private company providing a variety of services including emergency medical assistance and pre-hospital care, emergency medical training, contact centre solutions, integrated primary healthcare services, and pharmaceutical services. The company is looking for suitably qualified, experienced, self-driven and dynamic professionals for the following vacant position tenable in Gaborone.

CALL CENTRE TEAM LEADER X 4

Main Purpose of the Job

Reporting to the Call Centre Supervisor, the Call Centre Team Leader will be responsible for driving efficiencies and effectiveness in call centre operations by developing, coaching and motivating call centre agents to ensure a positive mindset and customer focused attitude throughout the day at work.

Key Performance Areas

• Performing all functions undertaken by Call Centre Agents.
• Observing and providing call performance feedback and trend data to the trainer, supervisor and/ or agents.
• Motivating teammates.
• Summarizing and collating case related Information where necessary for the attention of the supervisor.
• Helping to maintain company service levels.
• Ensuring compliance to relevant call centre policies and procedures.
• Reporting and discussing service failure with the call centre supervisor and agreeing to appropriate action to be taken.
• Keeping call centre Supervisor generally informed of the dally status on call management of the hourly team performance designated intervals.
• Monitoring and documenting system downtimes in the designated template.
• Escalating service challenges to the supervisor and other relevant support teams as per the stipulated process of escalation.

 

Qualifications and Relevant Experience

• BGCSE or equivalent
• Business Qualification at Certificate or Diploma level
• Customer service certificate will be an added advantage
• Experience in a customer service and business development
• A minimum of 2 years’ experience as a call centre agent

 

Key Competencies & Skills

• Basic computing and information technology
• Team player
• Trend and pattern analysis
• Data presentation
• Communication skills
• Coaching
• Listening skills
• Professional development