Customer Service Team Leader BURN

BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.

Workdays: Monday-Sunday with Scheduled off days.
Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.

Duties and Responsibilities
Performance Management & Tracking:
• Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.
• Maintain the CTA Tracker.
• Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.
• Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).
Fair and consistent application of performance management and disciplinary measures as necessary.
• Support the team in achieving daily, weekly, and monthly sales and debt collection targets.
Operational Management:
• Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments to achieve SLAs.
• Ensure adherence to the Workforce Plan.
• Keep up-to-date with business development and new product lines.
• Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement.
Work with the management team to identify and deliver positive change and business efficiencies.
Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
• Escalate any appropriate problems to management.
Team Leadership:
• Work closely with the team, providing motivation and coaching to enhance individual and collective performance.
• Host daily pre/post-shift meetings.
• Attend all calibration sessions.
• Maintain training and development plans for all team members.
• Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction.
Process Proficiency:
• Demonstrate proficiency in debt collection and/or Pay-go processes.
Other Duties and Responsibilities:
• Perform other responsibilities and miscellaneous duties as requested or assigned by management.

BURN Ambassador
• Always maintain integrity and be a positive ambassador for BURN
• Strive for continuous improvement in the services that we offer our customers.
• Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience
• Excellent verbal communication and interpersonal skills
• Fluent in English
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
• Working knowledge & experience in using MS Excel for data analysis and reporting.
• Experience in leadership roles and/or organizing events.