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07-03-18 35 Hits

Job Title Call Centre Team Leader
Department Call Centre
Job Type Classification Permanent
Location - Town / City Durban
Location - Province KwaZulu-Natal
Location - Country South Africa
Closing date: 2018/03/20
Job Description “At RCL FOODS we see & do things differently, we think bigger, work smarter and as a team collectively work towards achieving our ambition; more food to more people, more often!”

RCL FOODS is searching for a Call Centre Team Leader to join our Logistics Division.
The purpose of the role is to provide and manage an efficient and professional call centre service to both Principal and Customers.
Minimum Requirements 2 - 3 years relevant Team Leader experience in a call centre environment, experience on SAP is Essential, CRM Skills, Relevant HR experience and courses, Matric, Fully computer literate (Word & Excel)
Duties & Responsibilities 1. Manage Relevant Staff: Manage the relevant Retail/Wholesale/Food Service/Fresh Call Centre Staff, Manage coach and develop Call Centre Agents, Build and maintain relationships with all stake holders internal & external, Manage individual performance against established targets as per KPI’s, Manage the morale of the consultants to ensure effective performance, Manage disciplinary procedure as per the relevant HR process, Monthly 1 on 1 sessions with staff, Conduct appraisals with all Staff as per the new Policy, Monitor weekly product training for all staff

2. Drive Sales / Stocks: Identify sales opportunities and drive within the sales team, Manage and drive incentives, Monitor and escalate out of stock items with Stock Controller

3. Drive Efficiencies / Controls / Admin: Action administrative tasks, Handle escalation of service-quality issues to manage enabling support relationships, Ensure that all consultants have implemented development plans, Monitor adherence to existing and new processes, procedures, schedules and systems, Identify root causes of problems and provide input towards a suitable solution, Ensure relevant staff trained on fully trained SAP, Handle customer queries and complaints with regarding to stocks, deliveries and products, Ensure 100% delivery of all allocations, Manage and report on daily returns for the OPS Meeting, Attend Daily Operational Meeting, Monitor out of Sequence deliveries, Attend daily operational meeting, Monitor out of sequence deliveries, Train as a potential Supervisor. Run daily reports: Open Sales, Drop Reports, Re-availability, Deliveries on File, Credit Limits, Duplicate Orders, Incomplete orders.

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We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports achievement of our Employment Equity goals


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