- Gauteng
- Salary: R15 000.00 - R20 000.00 Per Month (Negotiable)
- Job Type: Permanent
- Sectors: Hospitality
- Reference: PAL2024
- Employment Equity Position
Vacancy Details
Employer: Peermont Global/ Emperors Palace
· Supervising Team Performance: Monitor the performance of call centre representatives, ensuring that they meet or exceed performance targets such as call handling time, quality assurance standards, and customer satisfaction metrics.
· Setting Objectives and KPIs: Set clear objectives and key performance indicators (KPIs) for the team, and work with team members to develop action plans to achieve these goals.
· Coaching and Training: Provide ongoing coaching, feedback, and training to team members to help them improve their skills, product knowledge, and customer service abilities.
· Handling Escalations: Handle escalated customer calls or difficult situations that require supervisor intervention and ensure that customer issues are resolved promptly and effectively.
· Resource Management: Allocate resources effectively to ensure that call volume is managed efficiently and adjust staffing levels as needed to meet demand.
· Reporting and Analysis: Generate reports on team performance metrics, analyse trends, and identify areas for improvement or opportunities for efficiency gains.
· Motivating Team Members: Motivate and inspire team members to maintain high levels of productivity, engagement, and morale, recognizing and rewarding individual and team achievements.
· Maintaining Communication: Foster open communication channels within the team and with other departments, ensuring that relevant information is shared in a timely manner.
· Adhering to Policies and Procedures: Ensure that team members adhere to company policies, procedures, and compliance requirements, including data protection regulations and quality standards.
· Continuous Improvement: Proactively identify opportunities to streamline processes, enhance customer service delivery, and improve overall team performance through innovation and best practices.
· Handling Administrative Tasks: Handle administrative tasks such as scheduling, performance evaluations, and employee relations issues in accordance with company policies and procedures.
· Conduct performance appraisals
· Ensure employees understand their duties or delegated tasks.
· Be observant and detail-oriented and possess an understanding of all unit offerings and services, and the issues employees are facing on the floor.
· Leading monthly team meetings
· All equipment is working accurately.
· Take part in disciplinary hearings in terms of designated responsibilities.
· Have a deep knowledge of all Peermont units.
· Knowledge of management principles and familiarity with company products, services, and policies.
· Maintain professional relationships with guests through ongoing excellent customer service
· Build sustainable relationships and engage guests by going the extra mile
· Maintains and improves quality results by adhering to standards and guidelines,
· recommending improved procedures.
· Updates job knowledge by studying new product descriptions; participating in educational opportunities.
· Anything which falls within the ambit of the Peermont Assist Call Centre and Central Reservations department but not listed above
Candidate Requirements
· Matric or similar
· 3 years plus experience in Management of Call Centres
· Computer Literacy
· Telephone Etiquette
· Excellent communication, interpersonal, and customer service skills including good speaking skills and good listening abilities.
· Clear and Effective Communication
· Patience & Positive Attitude
· Comprehensive knowledge of all Peermont units and it’s properties and offerings.
· Excellent communication to HOD
121 people have applied for this job. 2843 people have viewed this job.
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