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Faith — Mid-Level Call Center Team Leader from South Africa

Faith

Mid-Level Call Center Team Leader

South Africa No experience yet
Open to offersNew to Platform
Languages
English
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About

Faith M. is a proven team leader with comprehensive experience in call center operations, sales, customer service, and administration. Her tenure at MSD Consulting since October 2024 has seen her lead and motivate a team of call center agents to consistently meet daily and monthly targets. Her role involves not only monitoring performance but also offering crucial coaching and mentoring support, along with handling escalated customer queries. At DCMS Financial Services, from May to December 2022, she executed key responsibilities such as managing attendance, delivering team briefings, and contributing to recruitment and training processes. These experiences have refined her skills in performance management and conflict resolution. With a Bachelor’s Degree in Marketing from Northlink College, Faith excels in blending strategic development with staff empowerment, making significant contributions to customer satisfaction and operational efficiency.

Experience

  • Team leader

    MSD consulting · 2024 — Present
    Guide and energize a group of call centre agents to meet daily and monthly objectives. Oversee team performance and offer coaching support as required. Facilitate team meetings and conduct individual performance discussions. Address escalated customer queries and complaints. Compile performance reports and share findings with management. Ensure adherence to company policies and procedures. Aid in training and onboarding of new staff members.

  • Team leader

    DCMS financial services · 2022 — 2022
    Facilitated regular coaching sessions and feedback meetings to enhance team performance. Managed attendance, punctuality, and policy compliance among team members. Assisted in resolving customer complaints and handling escalated issues. Delivered team briefings to communicate updates and objectives. Supported the recruitment, onboarding, and training processes for new hires. Maintained performance reports and team statistics. Executed strategies aimed at boosting customer satisfaction and operational efficiency while recognizing high performance to sustain engagement and morale.

Skills & Expertise

Call CenterFlutter DeveloperCustomer ServiceContent CreationCustomer Service RepresentativePersonal Assistant

Education

  • Bachelor’s Degree in Marketing
    Northlink college · — — 2024

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