ZigZag is looking for a Customer Service Team Lead to join our team!

Team Leader is responsible for the daily operations and workflow management, monitoring adherence to SLAs, quality standards, and compliance policies, coaching and feedback, handling escalations, ensuring proper coverage, administrative tasks, identifying training needs, documenting performance issues, modelling strong customer service, ensuring CRM usage, managing attendance and adherence to policies, overseeing the probation process, and promoting a respectful and inclusive work environment in line with the Policy on Discrimination, Harassment, Workplace Bullying, & Victimisation.

They must also have extensive product knowledge and all related processes for the Interparcel account.

• Manage daily operations and workflow for the assigned team.

  • Ensure timely reporting of absences/lateness in the Issues chat, calendar, and communication with the Issues team.

  • Conduct checks to ensure agents' PCs are on, logged into call queues, and chats, and no outstanding emails.

  • Monitor teams' outstanding invoices, monitoring sheets, and follow up on orders every 24 hours.

  • Check for lateness updates, allocate emails to agents, and ensure rebooking’s are actioned before the cutoff time.

• Monitor adherence to Service Level Agreements (SLAs), quality standards, and PCI Compliance.

  • Monitor team inboxes hourly to ensure emails are actioned within the 2-hour time frame, adhering to SLAs.

  • Encourage agents to handle incoming calls and chats effectively, adhering to SLAs and quality standards.

  • Listen in on longer calls (exceeding 10 minutes) to ensure quality standards are met, or provide support/escalation if needed.

  • Ensure agents adhere to PCI Compliance guidelines, including the "no phone" policy on the floor, no writing materials, food, or open mugs.

• Provide coaching and feedback to improve agent performance.

  • Review agents' sent emails for errors, improvements, punctuation, grammar, and product knowledge gaps.

  • Provide relevant training and document feedback accordingly.

  • Communicate quality concerns with the Quality Assurance (QA) team.

• Handle escalated issues and high-priority customer requests.

  • Handle customer calls requiring education or service explanations, without the need for escalation or investigation.

  • Address and resolve escalated issues or high-priority customer requests.

• Ensure proper coverage for incoming workload.

  • Cover issues, email distribution, and incoming workflows (calls, chats, emails) during team member absences or busy periods.

  • Ensure the Issues team is regularly updated and emails are allocated promptly.

• Complete administrative tasks like absence tracking and email filing.

  • Ensure timely reporting of absences/lateness in the Issues chat, calendar, and communication with the Issues team.

  • File completed emails from agents' folders into the general monthly folder.

• Identify training needs and provide guidance to enhance skills.

  • Document training emails in the designated Google Drive folder.

  • Continuously identify training opportunities and cross-train team members as needed.

  • Ensure familiarity with relevant documents and resources in Google Drive for agent education.

• Document performance issues and necessary training.

  • Manage team quality to ensure Key Performance Indicators (KPIs) are met.

  • Document feedback and training provided to agents.

• Maintain up-to-date knowledge of policies, procedures, and tools.

  • Stay informed about the latest policies, procedures, and tools relevant to the team's operations, including the Absence Management Policy, Code of Conduct, Probation Policy, and Policy on Discrimination, Harassment, Workplace Bullying, & Victimisation.

• Model strong customer service and professionalism for the team.

  • Demonstrate exemplary customer service and professional conduct to set the standard for the team, as outlined in the Code of Conduct.

• Ensure the team is entering their activities on the Customer Relationship Management (CRM) system.

  • Monitor and ensure agents are accurately recording their activities and customer interactions in the CRM.

• Manage attendance and adherence to the Absence Management Policy.

  • Conduct return-to-work interviews for unplanned absences and address habitual patterns of absenteeism.

  • Work closely with the People & Culture Department to provide support and progressive discipline, as outlined in the Absence Management Policy.

• Probation Management.

  • Conduct regular performance evaluations for employees on probation, as per the Probation Policy.

  • Provide timely feedback, support, and opportunities for improvement during the probationary period.

  • Make recommendations regarding the confirmation or termination of employment based on the probation assessment.

• Promote a respectful and inclusive work environment.

  • Foster employee understanding of the Policy on Discrimination, Harassment, Workplace Bullying, & Victimization through regular briefings.

  • Actively monitor the workplace and take proactive steps to address and prevent any instances of discrimination, harassment, bullying, or victimization.

  • Provide timely and confidential assistance to employees in case of harassment incidents, ensuring swift and effective corrective measures.

  • Ensure no individuals face victimization or retaliation for reporting incidents of concern.

Experience / Skills Required

• 12- 18 months call centre experience

• Intermediate knowledge of CRM, MS Office or willingness to learn

• Leadership and People Management Skills:

  • Ability to lead, motivate, and guide a team effectively

  • Strong interpersonal and communication skills

  • Conflict resolution and problem-solving abilities

  • Coaching and mentoring capabilities

• Operational Management Skills:

  • Workflow planning and organization

  • Time management and prioritization

  • Attention to detail and multitasking abilities

  • Familiarity with call center operations and processes

• Performance Management Skills:

  • Knowledge of performance evaluation techniques

  • Ability to provide constructive feedback and guidance

  • Understanding of key performance indicators (KPIs) and quality standards

• Customer Service Orientation:

  • Excellent communication and active listening skills

  • Empathy and problem-solving capabilities

  • Commitment to providing exceptional customer service

• Administrative and Documentation Skills:

  • Proficiency in record-keeping and documentation

  • Attention to detail and accuracy

  • Familiarity with relevant software and tools (e.g., CRM, spreadsheets)

• Training and Development Skills:

  • Ability to identify training needs and knowledge gaps

  • Strong presentation and facilitation skills

  • Commitment to continuous learning and development

• Analytical and Decision-Making Skills:

  • Critical thinking and problem-solving abilities

  • Ability to analyze data and information objectively

  • Sound judgment and decision-making capabilities

• Teamwork and Collaboration Skills:

  • Ability to work collaboratively with cross-functional teams

  • Effective communication and coordination skills

  • Fostering a positive and inclusive team environment

• Time Management and Multitasking Skills:

  • Ability to manage multiple tasks and priorities simultaneously

  • Efficient time management and organizational skills

  • Adaptability and flexibility to handle dynamic situations

• Active Listening:

  • Ability to listen attentively to team members, understand their concerns, and gather relevant information

  • Encouraging open communication and creating an environment where team members feel heard and valued

• Clear and Concise Communication:

  • Ability to convey instructions, expectations, and feedback in a clear, concise, and easily understandable manner

  • Using simple and straightforward language to avoid misunderstandings

• Verbal Communication:

  • Strong verbal communication skills to facilitate team meetings, provide coaching, and address issues effectively

  • Ability to articulate thoughts and ideas coherently and confidently

• Written Communication:

  • Proficiency in written communication for creating reports, documenting performance evaluations, and maintaining accurate records

  • Ability to draft clear and well-structured emails, memos, and other written materials

• Interpersonal Skills:

  • Ability to build rapport and establish positive relationships with team members

  • Demonstrating empathy, respect, and emotional intelligence when communicating

• Conflict Resolution:

  • Effective negotiation and conflict resolution skills to address conflicts or disagreements within the team

  • Ability to facilitate open discussions, find common ground, and reach mutually acceptable solutions

• Feedback and Coaching:

  • Ability to provide constructive feedback in a tactful and motivating manner

  • Skilled in coaching and mentoring team members to improve their performance and develop their skills

• Presentation Skills:

  • Ability to deliver clear and engaging presentations during team meetings, training sessions, or briefings

  • Effective use of visual aids and storytelling techniques to convey information

• Adaptability:

  • Ability to adjust communication style and approach based on the audience, situation, and individual needs

  • Tailoring communication to ensure effective understanding and collaboration

• Approachability:

  • Maintaining an open and approachable demeanor that encourages team members to communicate openly

  • Creating an environment where team members feel comfortable expressing their ideas, concerns, or seeking guidance

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

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