Contact Centre Team Leader
5 months ago
**Main job purpose**
Manage, coach and mentor agents and teams of agents to ensure achievement of set, communicated and tracked key performance indicators and behavioural standards of engagement towards achieving and exceeding company objectives
**Main Objective**
- Ensure agent and team achievement against set KPI targets through effective performance tracking coaching and performance management towards an exceptional customer experience and achievement of objectives.
- Ensure quality standards are strictly adhered to, in line with the Contact Centre quality framework and arrange training and coaching when required.
- Submit regular, timeous and accurate reports to management to track performance and seek new ideas and strategies to improve performance and customer experience at the Contact Centre
- Train, develop and coach agents, based on identified business training needs to equip them with the necessary knowledge, skills and abilities to deliver a low effort customer experience, whilst complying to standards and processes.
- Analyse customer complaints related to incorrect part identification, and in conjunction with the parts specialist, provide requisite corrective action training to agents in order to improve and minimise risk to Business and promote first call resolution with exceptional customer service.
- Ensure staff are effectively managed, motivated and held accountable through performance management feedback mechanisms and disciplinary procedures, and that employees are developed and mentored through standard PG processes to be the best and to give the best.
**Critical job requirements**
**Qualification(s)**
- Grade 12
- Supervisory Management Diploma/Certificate
**Knowledge**
- National Deals
- DPS
- Effective Team Management
- Product Knowledge (Building and Automotive)
**Skills**
- Customer Relationship Management
- Business Acumen
**Experience**
- 4 years overall experience required for the role.
- 2 years of the overall experience should be as a second in charge (2IC) to a Team Leader
**Education**:
- Diploma (required)
**Experience**:
- Team leader: 4 years (required)
- 2IC: 2 years (required)
-
Operational Manager
6 months ago
Gauteng, South Africa PG Group (Pty) Ltd Full time**Main job purpose** - Responsible for overseeing the day-to-day operations of the Contact Centre. Develop new processes and systems to improve efficiency and quality control within the Contact Centre Operations. **Main Objective** - Providing leadership and management to staff members within the relevant teams, in the Contact Centre to ensure that goals...
-
Team Leader
5 months ago
Gauteng, South Africa MyCalling Full time**Team Leader** We are recruiting for a new business operation based in Jhb to service an international client. **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...
-
Team Leader
5 months ago
Gauteng, South Africa MyCalling Full time**Team Leader** We are recruiting for a new business operation based in Jhb to service an international client. **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...
-
Team Lead
6 months ago
Gauteng, South Africa Percepta South Africa Full time*** Responsible for the daily operation and productivity of team / overall centre and ensures smooth and successful operation. Leads the German General Enquiry Centre to provide the best possible service. Coordinates work, provides guidance and support to the Senior Advisor/Deputy Team Leader and manages performance using Percepta coaching and performance...
-
Call Centre Team Manager
2 months ago
Gauteng, South Africa Cartrack Full time**Listing reference**: cartr_000549**Listing status**: Online- **Position summary** **Industry**:Call Centre Industry **Job category**:Representative **Location**:Gauteng **Contract**:Permanent **Remuneration**:Market related **EE position**:Yes **Introduction** - We are looking for a Senior Telesales Team Manager for our Head Office in Rosebank. A...
-
Team Leader
5 months ago
Gauteng, South Africa MyCalling Full time**Team Leader - HRSD** **What would make you a good fit for this role?** - Must be willing and able to work in a High pressurized environment. **Requirements**: - Minimum matric or equivalent NQF - At least 5 years HR experience specializing in Administration at mid-and senior levels **Skills** - Attention to details - Technical expertise - Oral and...
-
Master Rebuild Centre Leader
4 weeks ago
Gauteng, South Africa Cummins Inc. Full time**DESCRIPTION** We are looking for a talented **Master Rebuild Centre Leader** to join our team specializing in **Manufacturing** for our **Distribution Business Unit** in **Johannesburg, Gauteng, South Africa.** **In this role, you will make an impact in the following ways**: - Enhancing Operational Efficiency: By leading a cross-functional team,...
-
Team Leader
1 month ago
Gauteng, South Africa Hollywoodbets Full timeJob title : Team Leader (Alberton) Job Location : Gauteng, Deadline : November 16, 2024 Quick Recommended Links Jobs by Location Job by industries You Bring: 1 -2 years leadership experience. 6 months within the Gaming or Betting industry. Advantageous Valid driver’s licence. What You’ll Do For The Brand: Branch Growth: To...
-
Team Leader Telesales
1 month ago
Gauteng, South Africa Discovery Full timeDiscovery – Connect Telesales Team Leader About Discovery Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart,...
-
Team Leader
5 months ago
Gauteng, South Africa MCH International Recruitment Full time**Job purpose** Ensure all health, safety, environmental, and quality programs and policies for client are adhered to. Responsible for, and actively manages client field services personnel and communications with client while building and maintaining interpersonal relationships. Provides feedback to client management team for corporate strategic initiatives...
-
Technical Team Leader
1 month ago
Gauteng, South Africa FNB South Africa Full timeJob title : Technical Team Leader Job Location : Gauteng, Johannesburg Deadline : November 04, 2024 Quick Recommended Links Jobs by Location Job by industries Job Description To provide expert advice and support in practice formulation and associated best practice improvements Responsible for leading and developing a team of...
-
Sales Manager
5 months ago
Gauteng, South Africa ASIE Personnel Full time**Sales Manager (Data Centre)** Our client a leading Telecommunication company is currently looking for a Sales Manager (Data Centre) based in Fourways. The Sales Manager will be responsible for achieving the Open Access Data Centre sales target by generating new sales and growing the Company's market share within the Outsourcers and Aggregators market...
-
Manual Tester
6 months ago
Gauteng, South Africa Hi-Tech Recruitment Full time**Gauteng**, Gauteng** **R 25000 - R 35000 Monthly Basic Salary (Medical Aid, pension, bonus an more, Market related, Negotiable)** Calling all Manual Testers with 3 years and API and Mobile testing experience ! Manual tester, with Must haves: - ISTQB - C# - IT Qualification What you will be doing: - This is a position for a manual tester within a...
-
Maintenance Team Leader
2 months ago
City of Tshwane, Gauteng, South Africa MA Automotive Tool and Die (PTY) Ltd Full time**Primary purpose of the job**: Reporting to the Automation Group Leader, this position requires the services of an individual to ensure optimal press (hydraulic and mechanical) repair and maintenance as per company requirements. **Key Performance Areas**: Supervise team members. Effective shop floor planning. Spare parts control. Continuous development...
-
Blitz Team Leader
1 month ago
Gauteng, South Africa Smollan Full timeJob title : Blitz Team Leader (JHB West Rand) Job Location : Gauteng, Johannesburg Deadline : November 17, 2024 Quick Recommended Links Jobs by Location Job by industries Description Administration| Drive Sell-Out | Operational Management | Management and Execution of Promotional Activity | Customer Service and...
-
Life Data Team Leader
6 months ago
City of Johannesburg, Gauteng, South Africa Antal International Full time**LIFE DATA TEAM LEADER** **About the Role**: A leading reinsurer based in Johannesburg is looking for a Life Data Team Leader with a minimum experience of 8 years in SQL server coding and SQL server database administration and 3 years’ experience in a lead position, managing a team of people. The incumbent objective is to deliver quality data services to...
-
Data Centre Project Administrator
5 months ago
Gauteng, South Africa ASIE Personnel Full time**Data Centre Project Administrator (PMO Support)** Our client a leading Telecommunication company based in Fourways is looking for a Data Centre Project Administrator (PMO Support). Responsible for providing administrative and operational support to the Project Management Office (PMO). They play a crucial role in maintaining project documentation,...
-
UC Team Leader
3 months ago
Gauteng, South Africa ATripleA Recruitment and Temps Full timeKey responsibilities: •Leading an installation team during installations •Project managing a project on-site and assigning tasks •Ensuring proper Health and Safety on site •Installation of equipment •Installation of cabling and determining cable runs •Termination of equipment/cabling according to best practice standards •Comprehensive knowledge...
-
People Support
2 months ago
Gauteng, South Africa PEP Full timeProvide a comprehensive senior HR Business Partner support role to all Distribution Centre Leaders and Dynamos. Implement all People Support (PS) functions and activities in alignment with the National PS DC Plan and ensure that DC Leaders adhere to all PS policies, procedures and Standard Operating Procedures (SOP)’s in order to instill a high performance...
-
Work Integrated Learning
6 months ago
Gauteng, South Africa PG Glass Full time**MAIN JOB PURPOSE** Provide exceptional customer service to all PG Glass customers both internal and external in line with the Company’s High Performance Network strategy so as to ensure the achievement of set Key Performance Indicators. **MAIN OBJECTIVE** Provide exceptional customer service, by maintaining quality service levels in line with Key...