Customer Care Team Leader

CallForce is an award-winning BPO service provider delivering innovative and customised
contact centre solutions from South Africa to the global market. Join us as a consultant and
be part of a thriving team with many career development opportunities.

Responsibilities
• To guide and support team members
• Driving operational and technological efficiencies within the team
• Handling difficult customer complaints or enquiries
• Drive quality control and ensure corrective action are taken where required
• Analyse performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that       appropriate action is taken.
• Forecasting capacity against plan on a weekly/monthly basis
• Ensure adherence to the operational policies and procedures
• Participating in the recruitment and select...