Date posted: 2010-02-18

Percepta is currently looking for an enthusiastic Team Leader who knows how to balance having fun while working hard. If you enjoy a fast paced environment and working with a great team, keep reading!

Ready to Change Gears?

Percepta excels at providing outsourced customer contact services including concern resolution, technical support, sales and marketing support and business process management. Our customer relationship management professionals drive effective multi-channel customer relationships from 10 locations worldwide. 

Percepta is currently looking for an enthusiastic Team Leader who knows how to balance having fun while working hard. If you enjoy a fast paced environment and working with a great team, keep reading!

Position Summary

Leads the CR & M team to provide the best possible Customer Relations and Marketing services. Coordinates work, provides guidance and support to Deputy Team Leaders and manages performance using Percepta coaching and performance management guidelines. Works directly with clients to deliver our CR&M service and builds a positive relationship.

Consults with key stakeholders to identify development requirements for business areas. Designs, develops, and delivers operational learning solutions aligned to business objectives. Develops and maintains learning material, shares knowledge and encourages personal and professional development.

What You\'ll Do

·           Lead the day to day business operations of the Ford and Mazda Customer Centre in South Africa.

·           Provides quality customer service.

·           Administers customer contact telecommunications technology.

·           Implements customer service strategies in a contact centre.

·           Implements information systems in a contact centre.

·           Works with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters

·           Provides services to customers involving a high level of product or service knowledge, often autonomously acquired

·           Uses multiple technologies such as call centre telephone and computer technology, Internet services and face-to-face contact

·           Takes responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions of service or customer dissatisfaction

·           Reporting from multiple systems – Data Warehouse, Business Objects, cost-based systems and other business information).

·           Provides leadership in a team leader role

 

What You Have

·           Grade 12 / High school diploma.

·           2-3 year’s experience as a Deputy Team Leader / Leadership role in a contact centre environment.

·           National Diploma level education, or similar [business related training in leadership, customer relations or relevant to this job] advantageous.

·           Ability to communicate on all levels of the organizational structure- internal and external – and to present data in a clear and concise manner.

·           Good facilitation, negotiation and presentation skills

·           Good report writing skills

·           Computer literate with experience using Microsoft Office Products

·           Ability to understand, interpret and action improvements based on contact centre operational statistics

·           Proven ability to manage multiple, concurrent projects.

·           Ability to influence staff to Senior Management level to resolve issues and concerns raised and prioritise activities in a fast-paced and dynamic environment.

·           Advanced organisational skills

·           Relationship Builder

·           Excellent customer service skills

·           Ability to identify opportunities for improvements

·           Above average problem solving / analytical ability

·           Ability to motivate individuals and team towards quality, quantity and development objectives

·           Outstanding leadership, interpersonal and communication skills

·           Team player

·           Experience with change management and process improvement

·           Resilience

·           Flexibility

·           High personal integrity and loyalty

·           Demonstrate initiative, enthusiasm and professionalism

 

What We Offer

 

Salary: R13 000 pm negotiable

 

Core Benefits:

• Annual Leave
• Sick Leave
• Family Responsibility Leave
• Bonus scheme based on the company, centre and individual objectives
• Life Assurance, 2x\'s the annual salary
• Ongoing Training

 

Optional Benefits:

• Contribution to Medical Aid
• Contribution to a Provident Fund
• Discounts on Training Programs
• Referral Rewards for New Employees
• Casual Dress on Fridays
•  

As a Percepta employee, you will experience a work environment that is built on a foundation of the following values:

 

Treat people with dignity and respect

Demonstrate integrity in the way we conduct business and treat each other

Promote effective teamwork and open communication

Be proactive

Continually innovate and improve

Execute with commitment, speed and quality

Foster, embrace and reward a performance based culture

 

Closing date: 26 February 2010

 

If you would like a career that places you in the driver\'s seat please follow the link below to apply online! 

http://www.percepta-crm-careers.com/percepta/jobboard/NewCandidateExt.aspx?__JobID=730

CONTACT

http://www.percepta-crm-careers.com/percepta/jobboard/NewCandidateExt.aspx?__JobID=730