Team Leader in Customer Service Center

Cape Town (South Africa)

People and Performance

 Assist CSCs to achieve team and individual performance measures including:

  • Commercial Steering/Productivity: Achieve high productivity standard with focus on Shrinkages, AHT, non call task tracking
  • Quality: Achieve expectations for call conduct, content and accuracy
  • Sales: Achieve Performance targets

Coaching and Development

  • Provide formal and informal feedback to CSCs on their individual performance min. on a monthly basis
  • Adhere to Performance Review Process of LIT
  • Recognize training needs and in conjunction with training personnel

Workforce and Steering

  • Monitor and manage real time performance of team maximizing resources and act swiftly during peak volume to clear queues
  • Monitor and manage CSC schedule adherence and initiate disciplinary intervention in conjunction with Human Resources as required

Customer Service

  • Respond to inbound calls from markets as required and assist with the monitoring of queues
  • Handle escalated customer contacts (including complaint calls and emails) and complete necessary reporting

Your profile

  • Previous Team Leader experience is essential and highly advantageous
  • Demonstrated experience in delivering strong performance against challenging targets
  • Ability to manage and lead a team of staff
  • Outstanding communication and interpersonal skills
  • Strong people management skills
  • Proven ability to work under pressure in a fast paced environment

Your benefit

  • Health Plan
  • Financial consulting / social counseling
  • Family service (assistance with finding assistance)
  • Flight discounts
  • Employee events (summer festivals, participation in sports competitions etc)
  • Development programs
Health Plan Health Plan
Financial consulting / social counseling Financial consulting / social counseling
Family service (assistance with finding assistance) Family service (assistance with finding assistance)
Flight discounts Flight discounts
Employee events (summer festivals, participation in sports competitions etc) Employee events (summer festivals, participation in sports competitions etc)
Development programs Development programs

About Global Telesales (Pty) Ltd.

We at Lufthansa InTouch are at the centre of Lufthansa’s service excellence. Being the innovative Customer Service provider for the Lufthansa Group, we specialize in customer care in air travel. Our multicultural, multilingual teams operate from seven Service Centres worldwide. Working together as one global team, we provide five star services for passengers flying with airlines of the Lufthansa Group. Besides offering Business-2-Customer services, Lufthansa InTouch designs innovative and cost effective operational solutions for a select portfolio of business clients.
If this is you, please apply via email:
cptwork.xr@dlh.de