Customer Engagement Team Lead

About the role

iKeja's Customer Engagement Team Leaders deliver an exceptional customer experience while leading high-performing teams. They support the Customer Engagement Manager by overseeing day-to-day operations of the Customer Engagement team, coaching and developing Customer Engagement Consultants, driving KPI performance, managing escalations and ensuring customers receive professional, timely and effective support across every interaction.

Key responsibilities

• Lead, coach and support a team of Customer Engagement Consultants to deliver exceptional customer service
• Drive individual and team performance against KPIs, service levels, quality standards and customer satisfaction targets
• Manage day-to-day team operations, workflow and task allocation
• Monitor customer interactions across multiple channels and give ongoing coaching and feedback
• Own complex customer queries, complaints and escalations until resolved
• Run quality assurance reviews and identify improvements to customer experience and efficiency
• Work with internal departments such as NOC, Installations, Collections & Retentions and other operational teams
• Support the onboarding, training and development of new consultants
• Promote accountability, collaboration, continuous improvement and customer-centric service, and ensure compliance with company policies and standards
• Identify trends in poor attendance and timekeeping and escalate them to the CE manager, and create the team work schedule for review and approval by the CE manager

Required profile

• Grade 12 (Matric)
• 2-3 years' experience in a customer service, customer engagement or contact centre environment
• 2 years' proven experience leading or supervising a customer-facing team
• Experience managing escalations and complaints, coaching employees and working in a high-volume support environment
• Flexibility to work outside normal hours when operations require it

Required skills

• Strong understanding of KPI management and service delivery metrics
• Intermediate Microsoft Excel and Microsoft Office
• Excellent written and verbal communication
• Leadership, coaching, mentoring, problem-solving and analytical skills