Team Leader

3 days ago


Sandton, South Africa Merchants Full time

Direct message the job poster from Merchants

Are you ready to take the next step in your career?

The purpose of this role is to ensure the day-to-day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client's contractual obligations.

What would make you a good fit for this role?

  • Must be willing and able to work in a shifted environment.

Requirements

  • 1 year Call Centre experience
  • 6 – 12 months Team Leader/Supervisory experience
  • Able to work USA Hours
  • Must have 2 years Credit Control/Debt Collection experience

Skills

  • Oral and written communication
  • Planning and organising
  • Problem solving
  • Teamwork
  • Coaching
  • Technical expertise – Call Centre technology
  • Attention to Detail

What will you be doing?

1. People Management

Coaches the team in order to ensure quality of delivery meets the appropriate standard

  • Measures and manages the team to ensure out-of-line situations are immediately addressed
  • Communicates information in a timely, accurate and understood manner to all team members
  • Ensure that all Human Resources policies and procedures are observed

2. Communication and Feedback

Conduct team briefs as scheduled by the work force management team and in line with the weekly focus agenda set by the Operations Managers

  • Ensure regular feedback is given to Agents with regards to action plans that have been set
  • Ensure all relevant business communications are communicated to the team as and when required

3. Reporting and Administration

  • Sign off Agent's timesheets on a weekly basis
  • Track and accurately update operational performance files for Agents on a weekly basis
  • Compiling and sending reports as required by the business for relevant updates
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
  • Industries: Outsourcing and Offshoring Consulting
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