Reference : QR3604
Job Title : Travel Call Centre Team Leader Johannesburg
Sector Title : IT
Area : Johannesburg

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Our client is searching for a Call Centre Team Leader for the Travel division who will be responsible for developing and implementing strategy of the call centre overall performance and sales

Key Performance Areas
Manage and lead a team of inbound and outbound consultants
Ensure customer satisfaction quality and productivity within the team
Develop call centre initiatives which motivate and drive performance
Provide coaching and feedback to consultants to enable them to reach their full potential
Performance management
Mentoring and developing consultants
Quality Assurance review provide feedback coach and support where needed
Ensure excellent customer service levels are consistently met
Responsible for delivering results as per Service Level Agreements in place with external customers
Manage escalation of complaints and queries
Compile daily call centre reports
Ensure that manual call outcomes report balance to system call reports daily
Monitor daily abandonment ratios and service levels
Manage customer complaints as first point of resolution
Consistently monitor engagement levels within the team and come up with ways to keep the team engaged
Provide leadership guidance and support to the call centre agents
Assist in the management of staff rosters to meet anticipated business requirements to the agreed standards

Requirements
Matric
Minimum 2 to 3 years Leadership experience within a Call Centre environment
Must be FAIS Compliant and have completed the RE Regulatory Exam
Staff Management and Leadership skills
Ability to work as part of a team
Must be able to communicate in both English & Afrikaans

Salary Market Related

Please forward updated resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful