Team Leader
3 months ago
**Leading and managing a team of 15 - 20 agents**
**Coaching and developing agents i.e. daily, weekly and monthly**
**Total performance management, disciplinary measures, monitoring and driving team targets**
**Attendance and leave management process and updating matrix**
**Quality management/improvement through call evaluations for each agent weekly**
**Provide coaching and feedback to agents weekly**
**Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).**
**Liaise daily with Workforce Management team to ensure effective planning.**
**Promote service delivery**
**Escalate and manage customer queries as required**
**Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis**
**Develop and gain approval of and execution of all deliverables**
**Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s**
**Represent the customer to the rest of the business - Customer Advocate**
**Ensure escalations processes are maintained and implementation of new processes with team buy in**
**Be proactive with own development using available learning resources daily.**
**KNOWLEDGE AND SKILLS**:
Proficiency in MS Office
Good interpersonal & conflict resolution skills
Good team leadership and people management skills
Grade 12 / Matric essential
Diploma/Degree Advantageous
Previous Team leader experience within a Contact Centre environment
BPO Experience Essential
Telecommunication experience highly advantageous
Good performance management experience
Excellent communication both oral and written
Application Deadline: 2024/08/27
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