The Call Centre Team Leader who will be responsibility for the daytoday management service delivery and development of the Call Centre teams
Duties & Responsibilities
Actively interact with consultant to achieve daily targets
Drive Participation in weekly skills tests to improve knowledge
Remote listening to conduct assessments and coaching&rsquos are done
Handling enquiries from clients
Offer support to agents by completing formal and informal coaching assessments
Monthly performance health checks
Lead team to achieve their agreed objectives
Performance Management
Establish and maintain a succession plan for the team
Daily Weekly and Monthly reporting
Handling enquiries from clients
Approval of leave absenteeism daily
Resolving client complaints and escalating as necessary within agreed turnaround time
Ensure high standards of product knowledge and adherence to protocols to ensure that clients receive accurate and consistent information
Provide training to newly appointed Agents
Maintain a working environment that is conducive through personal internal and external business conduct that supports organisational values
Weekly and monthly reporting to stakeholders
Manage and drive process and product improvements
Requirements
3 to 5 years experience as a Call Centre Team Leader
3 years management experience within the Call Centre/ Contact Centre/ Customer Services environment
Matric
Tertiary Diploma/ Degree or any other Call Centre Qualification/ Certification Preferred
Advanced working and practical knowledge of MS Office
Solid team player Ability to lead manage and motivate a team
Ability to work independently and handle multiple projects
Service driven will go the extra mile to resolve client issues
Excellent organizational administration skills and attention to detail
Salary Market related based on experience
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
