Team Leader

2 weeks ago


Paardeneiland, South Africa iContact BPO Full time

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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