Team Leader
2 months ago
**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
**Main Responsibilities will include but will not be limited to**:
- 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
Application Deadline: 2024/11/20
Expected Start Date: 2024/12/01
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