Team Leader

2 weeks ago

Sandton, South Africa J Smith Collier & Associates Full time

Purpose of the position:
Contact Centre Team Leader

Daily management of the team's operations and escalations. To ensure all tasks are carried out within SLA while adhering to process and procedure. To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach and motivate a team of Contact Centre advisors to deliver departmental KPI's, targets and objectives.

Duties and Responsibilities but not limited to:

  • Daily / Weekly / Monthly reporting
  • Punctuality, Phone and CMS SLA
  • Vendor performance
  • Major outages affecting the Contact Centre
  • Identify operational issues and investigate, implement and track improvements.
  • Prepare and communicate staff roster (Leave, training etc).
  • Manage the daily operations of the team including punctuality, response times issues, outages on the desk.
  • Take calls that advisors can't handle and be available when advisors appear to need assistance / coach for future calls.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback.
  • Identifying and addressing any people issues, and being a pillar of support for your team members.
  • Having "morning huddles" to make sure that your team know what their objectives are for the day.
  • Draft / review processes and procedures in conjunction with the QA and Trainer
  • Assist Management with adhoc tasks including projects related to the Contact Centre.
  • Have regular one on one and feedback sessions with the team; escalate any performance issues to the Contact Centre Supervisor for further action.
  • Give input into training and development plans for the team and work closely with the Contact Centre Trainer and Contact Centre QA.
  • First point of contact for Contact Centre escalations (nonoperational) and 2nd escalation points for Contact Centre (operational).
  • Will be required to be on Standby and support the team after hours when need
  • Reporting to:
  • Contact Centre Supervisor and Contact Centre Manager

Department:

  • Contact Centre

Critical competencies:

  • Relationship building and motivating the team
  • Open and honest communication with clear goals and expectations.
  • Developing and coaching the team
  • Customer focused and service improvement driven.
  • Excellent time management and able to work under pressure with deadlines
  • Result driven.
  • Excellent planning skills and managing different work streams.

Qualifications and experience:

  • Matric
  • Excel qualification (advantageous).
  • Minimum 2 years Contact Centre and Client Services experience.
  • Previous leadership / team management experience.

ESSENTIAL

  • Leadership qualification.

Own car and driving licenseAbility to commute/relocate:

  • Sandton, Gauteng: Reliably commute or planning to relocate before starting work (required)

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