JOB DESCRIPTION & SKILLS/QUALIFICATIONS REQUIRED
About Us
Pacific Centrecom (Fiji) Limited is a joint venture organization that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outsourcing contact centre and back-office services to both local and international clients 24/7. Our “Centre of Excellence” has engaged state-of-the-art technology to ensure the highest quality of customer service can be achieved and sustained into the future.
The Role – Team Leader
Leading the customer service team, you will be pivotal in providing guidance and leadership to customer service consultants who are responsible service providers to a variety of customers as well as office administration and sales teams for our client.
Key Responsibilities
Lead and inspire a team of customer care agents to deliver excellent levels of individual/team performance and customer satisfaction;
Creating an inspiring team environment with an open communication culture
Ability to delegate tasks and set deadlines
Analyze reporting to track performance, identify improvements and efficiency gains and keep the team motivated
Ability to handle frustrated customers
Able to assist & solve call escalations
Ensure that quality checks are in place followed by weekly assessments
Recognize high performance and reward accordingly
Hold regular coaching discussions with team members, providing continuous feedback to improve performance, using coaching principles.
Effectively lead the performance management process
Continually assess, develop and coach the team ensuring skills and capability gaps are addressed
Lead people management expectations (including culture, incentives, and education)
Lead the Contact Centre operation in line with relevant awards, contracts, and company policies and procedures
Collaborate with relevant department/colleagues on various people initiative
Support the Customer Success Manager to highlight operational risks and areas for improvement
Escalate any appropriate problems to senior management
Essential Skills & Experiences
Experience in similar role would be an added advantage
Must have Contact Centre experience
Must have experience in working with logistics and freight company
Computer skills, including MS Office
Excellent verbal and written communication skills
Excellent customer service ability, Be customer focused and reliable
Experience in leading a team
Good problem solving and investigation skills
Remuneration and Benefits
A secure career with a strong fast-growing company
Competitive salary package
Medical Insurance
Access to discounted travel
Ongoing career development and training
Work in a fun and supportive team
More Information
- Job Application Details Application Process If you feel this is what you have been in search of, then send your applications with curriculum vitae outlining qualifications, relevant experience no later than 25 August 2022 with the subject “Team Leader” to [email protected]