Call Centre Team Leader

1 month ago


Pietermaritzburg, South Africa ZAFRA Full time

ZAFRA South Africa is looking for a Team Leader, who will be responsible for managing a team of call centre agents, calling into the UK consumers and businesses.

The team would typically consist of 8-12 agents, and you will be helping them meet targets while reviewing performance and coaching.

A full list of duties, including ensuring that agents adhere to company polices like attendance, is listed below.

**Responsibilities**:

- Work closely with the team, motivating and coaching
- Hosting 1-2-1’s and team meetings
- Working closely with ZAFRA UK QA an account management team
- Reporting to the ZAFRA UK manager
- Manage day-to-day line activities, prioritise and make impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
- Support the Operations Director to highlight operational challenges and areas for improvement
- Lead and inspire a team of sales and lead generation agents to deliver excellent levels of individual/team performance and customer satisfaction
- Support the ZAFRA UK account management team to deliver business targets and objectives and create a performance orientated culture
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
- Work with the ZAFRA UK and SA management team to identify and deliver positive change and business efficiencies
- Deliver the allocated part of the operation within agreed budgets, service levels and business targets
- Escalate any appropriate problems to senior management
- Support the Senior Manager to highlight operational risks and areas for improvement

**Required Skills and Experience**:

- Team management experience
- Coaching and communication skills
- Minimum of 2 years’ experience within a contact centre environment as a Team Manager
- Experience within customer services
- Excellent leadership and communication skills
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations
- Energetic and motivating individual
- Creative thinking
- Cloud CRM and Dialler Systems
- Microsoft Office Applications

Pay: R5 000,00 - R10 000,00 per month

**Experience**:

- Team Leader: 2 years (required)


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