National Operations Centre Team Leader

2 days ago

Apply Now

Receive Emails with Similar Jobs

OCU

WebsiteLinkedInAll Job Openings

Founded in 1994, OCU is an innovative service provider in the Utilities and Energy industries; operating nationwide$1. .$1

Water • Directional Drilling • EHV Projects • Gas • Rail

1001 - 5000

Description

•Manage and lead a team of call centre agents. •Monitor daily activities and performance to ensure that service levels are met. •Conduct regular team meetings to discuss performance, provide updates, and share best practices. •Track and evaluate team members’ performance using key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates. •Provide regular feedback, coaching, and development plans to improve agent performance. •Conduct performance reviews and set individual goals. •Organise and deliver training sessions to new and existing team members. •Ensure the team is up to date with any new procedures, products, or systems. •Encourage continuous learning and improvement. •Monitor calls to ensure high standards of customer service are maintained. •Address customer complaints and resolve escalations. •Implement quality control processes and recommend improvements. •Compile and present reports on team performance, highlighting successes and areas for improvement. •Use call centre software to track and analyse metrics such as call volume, waiting times, and resolution rates. •Report findings to upper management and suggest changes to improve efficiency. •Foster a positive work environment by motivating the team through incentives, recognition, and team-building activities. •Address any issues related to staff morale and take appropriate actions to resolve conflicts. •Encourage teamwork and collaboration among agents. •Ensure staffing levels are adequate to handle call volumes and that resources are used efficiently. •Manage shift schedules and allocate work based on call centre demands. •Liaise with other departments to streamline operations and improve customer service processes.

Requirements

•Excellent communication skills, both verbal and written. •Strong active listening skills and ability to empathise with customers. •Ability to multi-task, prioritise, and manage time effectively. •Proficiency in computer applications, including MS Office and CRM software. •Previous experience in a call centre or customer service role. •Ability to work under pressure and handle challenging situations calmly and effectively. •Proven experience in leading and motivating teams. •Commitment to delivering high levels of customer satisfaction.

Benefits

•Motivating team through incentives •Recognition •Team-building activities