|Location||Cape Town, South Africa|
|Date Posted||Jun 24, 2020|
As a Team Leader at Moonspin, you are regarded as a junior leader within the Call Center. This role requires you to manage all aspects of your team’s performance, ensuring that our players receive world-class customer service and support. In this role, you are an owner of the culture within Moonspin and work tirelessly to maintain and support our company culture. As a Team Leader, you will be relied upon by the Floor Manager to deliver upon the following aspects:
Monthly QA goals are met for every host in your team. Where Quality goals are not met, a coaching plan is created, and you provide the required level of coaching and mentoring support to your Host to ensure QA goals are met. The minimum standard is 1 coaching session per host per month.
Career development and growth plan is created and managed for every Host in your team, with a quarterly documented 1:1 discussion related solely to the Hosts career development, should monthly KPI’s be met.
Training needs for your Hosts are escalated to your Floor Manager detailing what is needed and when, and follow up to ensure the training is scheduled and held
Performance trends are monitored and analyzed for your Hosts, ensuring that all aspects of performance are met monthly.
Compliance to all RG and compliance-related policies are adhered to in your team
Investigate bad rated chats for your team, and provide the necessary coaching and support to your Hosts to ensure quality improvements
Analyze data for your team’s performance, and where necessary, escalate concerning trends to your Floor Manager
Facilitate a learning environment by ensuring effective knowledge transfer amongst your team members and the wider Customer Service team.
Ensure that all RG related errors raised from the RG/Complaints team are actioned immediately and documented, with feedback provided to your Floor Manager.
Manage your team’s attendance. You will be responsible for conducting documented return to work discussions, managing absenteeism trends within your team, and partnering with HR to ensure relevant sanctions are delivered when needed. It will be your responsibility to actively manage attendance for your Hosts including the issuing of warnings when needed.
Late coming is monitored for your team, and where necessary, corrective disciplinary action is taken by you.
Any concerns regarding negative trends in absenteeism or late coming for your Hosts is escalated timeously with the required action proposed.
General team/floor management:
Conduct a monthly documented 1:1 performance review session with each Host, discussing all aspects of their performance: QA scores; productivity; absenteeism/late coming trends if applicable and general behavior and conduct
Ensure agreed SLAs are met while you are on shift for the Customer Service team
Facilitate effective shift handover discussions with your fellow Team Leaders to ensure knowledge transfer of emerging issues and concerns
Ensure that Senior Management and/or Licensee(s) are kept abreast of any operational issues or player-impacting issue
Ensure that all Hosts on shift are briefed on current issues, priorities, and objectives
Ensure that technical impacts are logged and resolved
Accurate reporting out including shift reports or current issues raised to Senior Leadership
Handle formal escalations when needed
Proactively follow up on escalated queries to ensure timeous resolution to customer concerns
Be approachable to all Hosts, Floor Managers, and Support functions to assist with player-related queries
Play an active role in process improvement initiatives and ensure that you own the process improvement culture within your team.
Identify system enhancements and tool requirements needed to improve efficiency and effort within the Call Center.
Participate in recruitment activities internally and externally.
Self-managed, reliable and confident
Able to think independently and on your feet
Analytical and attention to detail
Excellent communication skills
Adaptable and flexible in an ever-changing environment
Grade 12 or equivalent
Excellent customer service background (External applicant would be a minimum of 2 years previous people leadership experience)
Flexibility to work shifts in a 24/7 environment
Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers
Excellent computer proficiency (MS Office – Word, Excel and Outlook)
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service