Contact Centre Team Leader – Metropolitan Life of Botswana

(Fixed Term Contract-24 Months)

Introduction

 

Metropolitan Life of Botswana is looking for a dynamic and energetic individual to fill the position of Contact Centre Team Leader. Reporting to the Operations Manager, the successful candidate will be primarily responsible for Contact Centre Operations great customer contact experience through a variety of customer contact channels; Phone, Email, Web/Live Chat, Face Book, CCH, & WhatsApp.

 

Role Purpose

 

To organize and supervise call centre activities, to ensure excellent delivery of service to clients through different electronic channels, to support organisation goals/ sales and revenue goals for the business.

 

Requirements

 

A business degree or its equivalent in marketing, sales, customer service, or related field.

Must have at least 2 – 5 years’ experience in an inbound and outbound Contact Centre.

Working experience in a financial institution will be an added advantage.

 

Duties & Responsibilities

 

• Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre.
• Optimize back-office operations and multichannel services.
• Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Train, coach and lead Contact Centre Agents to provide delightful service to call-in clients and prospects, based on the company’s values.
• Maintain good attitude and lead by example to entrench company values.
• Identify prospects and leads from established marketing campaigns and referrals.
• Research and maintain current data on industry trends.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Develop and implement guidelines to ensure timely response, resolution and feedback to clients or prospects regarding their enquiries and complaints.
• Submit weekly and monthly reports on all Call Center Activities.
• Any other official task assigned by Supervisor.

 

Competencies

 

• Positive attitude
• Excellent communication, interpersonal and leadership skills
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Social Media Management
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Insurance and industry knowledge
• Ability to listen, negotiation and closing sales skills
• Demonstrate Company’s values

 

 

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