Call Centre Team Leader
2 weeks ago
The Team leader will be responsible for the management and performance of a team of Call Centre agents based in Randburg, Gauteng.
Main Responsibilities (including but not limited to):
- Achieve daily and monthly targets.
- Drive efficiency and achieve all key KPI's.
- Coach the agents every day to ensure positive results and conduct quality checks to identify areas of improvement and ensure consistency; listening in on calls to ensure adherence to call quality as well as sales verification.
- Address all misconduct and incapacity related issues within your team
- Work with team members in order to increase motivation and drive results
- Workforce planning
- Take any escalated calls from clients and deal with them in a courteous and professional manner.
- Encourage a fun, competitive and productive atmosphere within the team.
- Conduct team meetings to ensure all relevant business communications and action plans are communicated to and understood by the team.
- Recording stats, analyze trends and performance levels of the contact centre in relation to the strategic objectives and sales targets and preparing reports on a daily / weekly and monthly basis.
- Assist with any other ad 'hoc tasks or duties assigned to you by the Contact Centre Manager
Knowledge and Skills required:
- Must have Excel experience.
- A successful track record in a leading/Supervisory role
- 2 years working experience in a supervisory role in an inbound call centre
- Attention to detail, organized and proactive.
- A team player with strong motivation to succeed.
- Contactable references
Must have's
- At least Grade 1
- Great communication skills. Both oral and written.
- No criminal record
Nice to have's
- Professional qualifications
- Driver's licence.
Job Types:
Full-time, Permanent
Ability to commute/relocate:
- Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)
Experience:
- Call Centre Team Leader (required)
Shift availability:
- Night Shift (preferred)
- Day Shift (preferred)
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