Team Leader

3 months ago


Cape Town, South Africa IsonXperiences Full time

**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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