![Digital Generation](https://media.trabajo.org/img/noimg.jpg)
Contact Centre Team Leader
2 weeks ago
Contact Centre Admin, that will be based at Digital
Responsibilities:
- Running and Managing the call centre daily.
- Set targets for all Call Centre Agents
- Understand the organizations products, services, procedures, and guidelines and communicate same to team leaders
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
- Facilitate and organize training session for all agents and participate in the recruitment of all new Call Centre Agents
- Submit regular reports to management and seek new ideas and strategies to improve the performance of the call centre
- Ensure that clients are happy and always satisfied by always providing prompt response and solutions to their challenges.
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
- Conduct regular review of all Call Centre Agents performance and ensure performance improvement plans are done for under performers.
- Ensure that all staff adhere to the weekly performance targets
- Monitoring attendance and punctuality on a daily basis
- Reviewing and analysing Agent output
- Customer service strategy, execution and dispatch management including development of vision, mission and KPI's.
- Handle customer complaints and ensure customer surveys were returned.
- Manage the contact centre and customer service representatives.
- Coach the team in order to ensure quality of delivery meets the appropriate Standard
- Measure and manage the team to ensure outofline situations are immediately addressed
- Drive teams' performance on systems and all metrics in accordance with the contractual obligation
Requirements:
- Highest Certificate/Grade 1 2 years experience as a Team Leader
- Proficient computer skills including Microsoft Outlook, Word and Excel or equivalent Google products
- Self Driven
- Positive and energetic
- Structured and detail orientated
- Able to multitask
- Relationship building
Desired Skills:
- Call centre management
- Customer Service management
- Call Centre Services
Job Types:
Full-time, Permanent
Salary:
R15, R18,000.00 per month
Application Deadline: 2023/05/31
Expected Start Date: 2023/05/15
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