Established in 2010, Talksure is an independent financial services provider for the South African and International markets. Based in Umhlanga, KZN we specialise in providing innovative, tailor-made customer engagement solutions. Our growing team of highly motivated and skilled sales specialists has a proven track record of producing exponential revenue growth for customers, maintaining long-term relationships and exceptional standards, all while creating a winning organisational culture that grows and retains top talent.<\/p>\n
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Job Title: Crisis Centre Team Leader<\/strong> Specification<\/strong> Job responsibilities:<\/strong><\/p>\n \u2022Responsible for overseeing all operational aspects of running a crisis centre Requirements<\/strong> Essential:<\/strong><\/p>\n \u2022Matric is essential ( proof of which must be available at interview stage Desirable:<\/strong><\/p>\n \u2022Multi-Lingual (Advantageous) Characteristics of the required candidate:<\/strong><\/p>\n \u2022Be customer focused, empathic and provide good customer service
\nLocation:<\/strong> Umhlanga, KwaZulu-Natal, South Africa
\nReference:<\/strong> # CCTL-20.07.2020
\nContract Type:<\/strong> Permanent<\/p>\n
\nThe purpose of this role is to oversee all day to day operational aspects of running a crisis center to ensure SLAs are met with partners and customer experience is of a high standard. This will entail managing the Crisis Centre agents performance and continued commitment to improvement and efficiencies.<\/p>\n
\n\u2022To achieve set SLA targets with partners ensuring quality of service and contractual obligations are met
\n\u2022To oversee all reporting and performance KPI\u2019s
\n\u2022To be able to summarise and write reports for external stakeholders on crisis centre performance
\n\u2022Manage staff compliment of circa 10-15 employees and schedule work patterns
\n\u2022Be able to motivate and ensure high quality performance
\n\u2022To train and improve agents performance
\n\u2022Mange some budgetary requirements
\n\u2022To continually be committed to improve performance and efficiencies for the benefit of 24\/7 and our partners<\/p>\n
\nMinimum qualifications and experience required:<\/p>\n
\n\u2022Must have at least 12 months relevant Team Leader experience
\n\u2022Clear ITC
\n\u2022No Criminal Record
\n\u2022Must have some client services background & or crisis management background<\/p>\n
\n\u2022Must pass relevant assessments related to product offerings
\n\u2022Previous experience in crisis centre \/ emergency services management<\/p>\n
\n\u2022Be an excellent communicator
\n\u2022Have outstanding negotiation and decision making skills
\n\u2022Must be mature
\n\u2022Be able to work under pressure and remain calm under stressful situations
\n\u2022Must understand maps and locations
\n\u2022Be self-motivated, results driven
\n\u2022Be able to think quickly and work independently
\n\u2022Have a positive attitude
\n\u2022Have a good attendance record
\n\u2022Should not have any warnings and should not be on any performance programs<\/p>\n