Call Centre Team Leader – Isando

By | October 28, 2019

Job Title: Call Centre Team Leader – Isando
Company: Field Marketing
Location: Gauteng, Isando
Job Type: Permanent

Company Profile: AVI Limited is a JSE listed company and is home to many of South Africa’s leading and best-loved brands including Five Roses, Frisco, Ellis Brown, Bakers, Willards and I&J to name a few.

Great international and local Fashion Brands in the AVI stable include Yardley, Lenthéric, Coty, Spitz, Carvela, Kurt Geiger, Lacoste, Gant and Green Cross Shoes. AVI’s brands are a household name in South Africa and growing every day.

Duties and Responsibilities

Team Performance

  • Ensure Call centre agents receive inbound telephonic customer orders in a proficient manner, on time, accurately and within set parameters ensuring orders are captured live.
  • Ensure EDI orders are processed on time, accurately and within set parameters
  • Ensure reverse sales orders are processed on time, accurately and within set parameters
  • Ensure Call centre agents capture all orders from internal Customers on receipt.
  • Ensure that the service level agreements are achieved based on the calls answered within the stipulated timeframes.
  • Monitor performance and ensure target are achieved
  • Ensure planning, performance & feedback meetings are held.
  • Ensure all call lists are reallocated as and when necessary.
  • Ensure all call assessments are conducted on agents based on inbound and outbound calls on a weekly basis
  • Ensure agents use the order verification process to guarantee 100% correctness of order capturing
  • Ad hoc duties as and when required

Administration and control

  • Ensure daily activity and incompletion reports are actioned timeously
  • Check & action activity reports twice a day
  • Provide data and reports as and when required
  • Adhere to standard operating processes of the call center.
  • Assist in training of new staff members to the required standard operating procedures of the call center
  • Report master data inaccuracies to Call Centre Supervisor & AR
  • Update customer call lists and ensure accuracy of call cycles(NOD/NDD)
  • Assess viability and obtain authorization prior to processing special deliveries
  • Communicate unresolved customer problems to Call Centre Supervisor providing details and action taken.
  • Respond to Internal & external customer enquiries and provide resolution.
  • Assist with the drawing up of Holiday plans before public holidays
  • Ensure pricing queries for all customers are addressed
  • Ensure any discrepancies are followed up with rep or customer prior to order capture
  • Forward credit held orders listing to Accounts Receivable department prior to the delivery run and advise buyer when account is on hold

People Management

  • Ensure IR matters are documented and reported to the Supervisor
  • Ensure that all time management is addressed with all agents
  • Ensure all staff is well informed of all processes, procedures & policies.
  • Ensure all leave requests are attended too, once approved via email employee’s capture on SAP.
  • Apply AVI Field marketing culture effectively
  • Competencies Initiate and achieve results
  • Communicate clearly
  • Remain composed and resilient
  • Plan and strategize ahead
  • Analyse and solve problems
  • Deliver customer service
  • Work with others
  • Understand and develop self
  • Manage people and teams
  • Be flexible and open to change
  • Govern and follow rules

Experience Required

  • Two to three years of Call Centre experience
  • One to two years of Supervisory experience

Minimum Qualifications Required

  • Completed Matric qualification
  • Tertiary qualification will be advantageous
  • Knowledge Required SAP working knowledge
  • FMCG knowledge
  • Knowledge of NBL order entry and pricing system
  • Knowledge of the call centre environment is non negotiable
  • PC Literate(Microsoft Office)
  • Strong literacy and numeracy abilities

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