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Team Leader
2 weeks ago
Duties and Responsibilities
Responsibilities:
- Lead and motivate a team of Service Agents supporting our international client Lightspeed customers with 1st line technical support needs.
- Focus on managing the team and developing their performance in accordance with set KPI's.
- Provide coaching, feedback, and ongoing training to enhance the team's skills and performance.
- Develop and implement effective strategies to maximize productivity and increase campaign success.
- Monitor and evaluate team performance, providing regular reports and insights to the management.
- Collaborate with crossfunctional teams to ensure seamless campaign execution and customer satisfaction.
- Foster a positive and supportive team environment that promotes growth, creativity, and innovation.
- Stay updated with industry trends, best practices, and emerging technologies to drive continuous improvement.
Experience and requirements:
- Proven experience as a Team Leader
or similar role in an inbound service environment. - Experience in managing a variety of Performance Indicators at multiple levels internally and externally.
- Strong people manager that is able to motivate and drive the team. Absenteeism and Attrition are strong indicators of performance on these criteria.
- Exceptional leadership and motivational skills with a track record of achieving targets.
- Strong communication and interpersonal skills to effectively interact with team members and stakeholders.
- Solid understanding of Inbound Service performance management strategies and techniques.
- Excellent problemsolving abilities and the ability to make quick decisions in a dynamic environment.
- Strong analytical skills with the ability to interpret data and drive actionable insights.
- Flexibility to work in shifts and adapt to changing priorities.
Characteristics:
- Self-Awareness.
- Empathy & good communication skills.
- Independent & solid problem solving skills.
- Comfortable with performance management & accountability.
- Decision Making skills.
- Good & conflict resolution.
- A strong people manager with an eye for detail.
What we offer:
- Vibrant and growing working environment.
- Open and nononsense culture.
- Independence and freedom to organise your work as you see fit.
- Great clients to work for.
- Above average compensation & benefits.
Job Types:
Full-time, Permanent
Salary:
R1, R12,345.00 per month
Ability to commute/relocate:
- Paardeneiland,
Western Cape:
Reliably commute or planning to relocate before starting work (required)
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