Team Leader Customer Service Call Centre Mr Price Money at Mr Price Group

Job Description


Lead and support a team of call centre agents to deliver excellent customer service while meeting operational goals.


Responsibilities


Guide and motivate agents to achieve performance targets and provide outstanding customer experiences.
Coach, mentor, and support team members through training, feedback, and performance management.
Handle escalated customer queries efficiently and professionally.
Monitor attendance, performance metrics, and reports to plan and improve team output.
Foster a positive team culture by addressing concerns, encouraging engagement, and promoting collaboration.
Drive process improvements and contribute to departmental success.
Work independently, showing emotional intelligence and resilience under pressure.


Qualifications


Matric (Grade 12).
3 - 4 years' experience in customer service, preferably in a call centre.
Knowledge of relevant legislation (CPA, POPIA, NCPA) and call centre systems.
Skilled in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) with the ability to use them effectively for reporting, communication, and data analysis.
Strong communication skills (verbal and written).
Ability to interpret data, multitask, and solve problems effectively.


Personal Attributes


Customer-focused mindset.
Consistent and professional under pressure.
Team player with leadership skills (mentoring, sharing best practices).
Analytical, adaptable, and innovative.
Able to identify risks and suggest improvements.
Initiative-driven with a growth mindset.