Job Description
The SVC Contact Centre Team Leader will be responsible to lead and manage the Sun Vacation Club (SVC) Contact Centre team, ensuring exceptional customer service across all member interactions.
The role focuses on overseeing inbound and outbound communications, supporting member needs, driving customer retention, resolving queries, and maximizing revenue through effective customer care strategies while maintaining company standards and compliance.
Core behavioural & Technical / proficiency competencies:
Behavioural
Deep customer and market understanding
Responsive to customer feedback
Demonstrate endÃÂâÃÂÃÂÃÂÃÂtoÃÂâÃÂÃÂÃÂÃÂend ownership for resolving customer problems
Accountability
Continuous improvement
Transparency
Collaborative and a team player
Clear communicator
Takes ownership
Technical
Contact Centre operations management
Call Centre Quality Assurance principles
Advanced written and verbal communication skills
Proficient computer literacy including MS Office, ORS, SVC, TSW, Group contact centre systems.
Sales and Customer Retention skills
Customer Experience research and insights
Customer Experience and Retention reporting
Networking skills
Interviewing skills
Competency Assessment skills
Job Requirements
Qualifications
Grade 12 / Matric
3-year Diploma or B Degree or Diploma in Business, Marketing, or Communications
Experience
5-6 years' experience in a retention and customer service-driven contact centre operation
At least 3 years' experience at a management or supervisory level; preferably obtained within the hospitality industry
Exposure to Timeshare is also an advantage