Customer Services Team Leader: Mr D Live Chat and Social Media

online retailer, is looking for a highly talented Customer Service Team Leader  to join our Mr D customer services team in Cape Town.We are a young, dynamic, hyper growth company looking for smart, young, creative, hardworking people to join us. We offer market related benefits, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.Report to the Customer Services Manager Your responsibilities will include:Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.Ensuring that the targets for call and email monitoring are met as per internal service level agreements.Identify and escalate potential system and process improvements with the aim of enhancing the customer’s journey.Identify and escalate problem areas, trends, and training opportunities to the appropriate stakeholder/sManage your team’s probation period through regular performance discussions and coaching.Deliver individual/group coaching sessions where required.Productivity conversations and feedback should be conducted with each team member.Drive and motivate your team to achieve targets.Report on the overall quality of customer interaction activity per agent in your team.Liaise between internal departments & external service providers to solve customer queries and escalate customer-facing challenges to the relevant stakeholders Assess any service failure, identify the route cause, and take appropriate action to ensure similar failures are avoidedTake ownership of a customer and ensure their needs are met as soon as possibleLead a team of 15 and take responsibility for all HR tasks including but not limited to leave management, payroll input, disciplinary and incapacity issues, and absenteeism, manage all staffing needs, productivity, and qualityManage all Internal and External Customer Services complaintsEnsure company policies and procedures are communicated to the team,managing and resolving people-related problems, including but not limited toresolving employee’s conflict of interest and absenteeism.Manage and maintain a highly focused and motivated teamEnsure the minimum Contact Centre service levels are maintained on a daily basis.Identify, review, and propose solutions to issues identified or picked up during the course of performing day-to-day duties