Kazang Connect – Contact Centre Team Leader (x2)

A vacancy exists for a Contact Centre Team Leader (x2) within the VAS and Card division, Kazang Connect, in Sandton.  

The purpose of the role is to ensure the daily management of the team’s operations and escalations. To ensure all tasks are carried out within SLA while adhering to process and procedure. To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate a team of Contact Centre advisors to deliver departmental KPIs, targets and objectives.

Key Responsibilities include, but are not limited to:

  • Daily / Weekly / Monthly reporting:
    • Team Performance reporting – Punctuality, Phone and Ticket SLA.
    • Root cause reporting (type of queries, reoccurring vendors).
    • Major outages affecting the Contact Centre.
    • Voucher reversal reports.
  • Identify operational issues and investigate and implement improvements.
  • Prepare and communicate staff roster (Leave, training etc.).
  • Manage the daily operations of the team including punctuality, response times issues, and outages on the desk.
  • Work closely with the L2 team to monitor queues and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback.
  • Draft/review processes and procedures in conjunction with the QA, Trainer, and other internal teams.
  • Assist Management with ad-hoc tasks including projects related to the Contact Centre.
  • Attend operational meetings.
  • Have regular one-on-one and feedback sessions with the team.
  • Take ownership of escalations that the L1 and L2 teams cannot resolve.
  • Will be required to be on Standby.

In order to be considered for this position, the following requirements must be met:

  • Matric.
  • Computer literate.
  • Minimum of 5 years of Contact Centre and Client Services experience.
  • Leadership experience (managing a team, performance discussion etc.).
  • Financial experience (investigations, debtors, creditors).
  • Previous leadership/team management experience.

Technical Competencies:

  • Computer Literate with good knowledge of MS Office (proficient in Excel with Power BI advantageous).
  • PowerPoint presentation.

Behavioural Competencies:

  • Diligent, accurate and high attention to detail.
  • Excellent customer service skills.
  • Motivated, positive, can-do attitude and approach.
  • Have a professional and personable demeanour.
  • Compile and review processes and procedures.
  • Able to work well under pressure, and handle conflict.
  • Take ownership of escalations till resolution.
  • Own, reliable transport (non-negotiable).
  • Excellent communication skills.
  • Creative thinking.
  • Capable of working under tight deadlines.
  • Can think out of the box to find modern, innovative resolutions.

To apply for this position, include a 2–3-page CV, specifying the position you are applying for, for the attention of Lezanne Amos at Lezanne.amos@kazang.com

Applications close:  14 September 2023