Team Leader

6 months ago

Randburg, South Africa Benclo Full time

Detail:
Our client is looking for a passionate and experienced Team Leader who has worked in a Telesales environment to lead a team of inbound and outbound Contact Centre Agents.

**Qualifications, Experience and Skills***:

- Grade 12 and further studies in Management and Contact Centre
- Minimum of 4 years Contact Centre Team Leader experience in Customer Service/Retentions/Sales
- Minimum of 2 years of experience in leading a tele-sales team will be advantageous
- Considerable experience in doing customer insights
- Analytical and critical skills, problem solving, negotiation and conflict resolution
- Good time management skills

**Responsibilities***:

- Effective management of staff handling inbound and outbound calls in the Contact Centre
- Implement and manage the Contact Centre strategy
- Quality Management: Conduct call evaluations and implement intervention strategies to improve quality of service and improve performance
- Review, drive and manage team performance and focus on building a high performing team
- Manage ad-hoc duties and the administration of Key Stakeholder meetings
- Assist the Voice Team by immediately escalating all technical challenges
- Able to utilise Contact Centre metrics to improve the Teams productivity and overall performance
- Able to recruit, motivate, coach, train and develop the Team to operate at an optimal level
- Able to work and up-skill the team to reach the desired levels of competency
- Able to effectively implement incentives that will drive desired behaviour, increase productivity and team performance
- The creation of user guides and "Frequently Asked Questions" that will eventually support customers in a fast, effective and efficient manner
- The provision of tailor made solutions that meet and exceeds customer expectations

**_PLEASE SUBMIT YOUR CV IN A WORD FORMAT INCLUDING A PHOTO._**

**_UNSUITABLE APPLICANTS WILL NOT RECEIVE A RESPONSE._**

For more information please contact:
Mike Pocket

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