About the role BURN is looking for an exceptional, efficient Customer Team Leader to fill the role. The successful candidate must have experience in customer-facing tasks such as customer care, direct sales and or client relation management.   Workdays:         Monday-Sunday with Scheduled off days. Shift Plan:          8-hour shifts will run from either 7:00 am to 4:00 pm or 12:00 pm to 9:00 pm, as assigned by the manager . Objective : The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction to ensure daily Business KPIs are met without Fail.   Address and Communicate all Issues that might Impact the above proactively.   Duties and Responsibilities 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. 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. 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 for our services that we offer our customers. + Maintain an open and receptive attitude when receiving feedback and suggestions. Skills and Experience + Bachelor’s degree in business administration, Communication, or related field. + Proven experience in call center operations, with a focus on quality assurance and performance management. + Strong analytical skills with the ability to interpret data and trends effectively. + Excellent communication and interpersonal skills, with the ability to provide feedback in a clear and constructive manner. + Detail-oriented with a commitment to accuracy and precision. + Proficiency in call center technologies and quality assurance tools. + Knowledge of industry regulations and compliance requirements. + Ability to multitask and prioritize tasks in a fast-paced environment .                                                  Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).     Powered by JazzHR