Call Centre Team Leader (Pharma)

at  Y Recruit

JOB OVERVIEW

• Date Posted: Posted 18 hours ago
• Location: Pretoria, Gauteng
• Job Title: Call Centre Team Leader (Pharma)
• Closes: 30 September 2024
• Education Level: Certificate
• Job Level: Senior
• Minimum Experience: 3 - 5 Years

CALL CENTRE TEAM LEADER (PHARMA) – PRETORIA EAST.

My Client is seeking dedicated and motivated Call Center Team Leaders to join their team.
The ideal candidates will have a passion for delivering top-notch customer experiences.

EXPERIENCE & QUALIFICATIONS:

• Pharmacist’s Assistant Post-Basic Certificate preferred
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure and meet performance targets.
• Knowledge of relevant health industry regulations and best practices
  Please Note: Candidates with Pharmacist’s Assistant Post-basic Certificates shall receive preference.

• Team Leadership: Lead, motivate, and mentor a team of customer service representatives to achieve performance targets and exceed customer expectations.
• Performance Management: Monitor team performance through KPIs and quality metrics, providing regular feedback and coaching to improve individual and team results.
• Training and Development: Conduct training sessions for new and existing team members, ensuring they are well-equipped to handle customer inquiries effectively and professionally.
• Workflow Management: Efficiently manage call centre workflow, ensuring smooth operations and adherence to schedules.
• Customer Escalations: Handle escalated customer inquiries or complaints with professionalism and a focus on resolution.
• Reporting: Generate and analyse performance reports to identify trends and areas for improvement, making data-driven decisions to enhance team productivity and customer satisfaction.
• Quality Assurance: Maintain quality assurance standards to ensure consistent service quality and adherence to company policies and procedures.
• Communication: Foster open communication within the team and act as a liaison between the team and senior management, conveying feedback, challenges, and opportunities.
• Adherence to Policies: Ensure team members comply with company policies, procedures, and compliance requirements.