Kura Coach

3 weeks ago

Durban, South Africa Kura Full time

Job Details:
**Job Title: Kura Coach (Team Leader)**

**Location: Mount Edgecombe, South Africa**

Kura are looking for an experienced **KURA COACH** to join our team in Mount Edgecombe

As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, a well-developed recognition programme, and loyalty awards for tenure.

Our unique approach to coaching and learning has been designed in line with our vision to be Unrivalled in Developing People, and we work with every person in our business to provide opportunities that meet their personal needs and objectives.

We value diversity in our business and unite our people under our shared values:
Vulnerability: We bring our true selves to work.

Curiosity: We ask questions.

Learning We seek feedback.

Courage: We call it out in the moment.

Accountability: We know it's always down to us.

Our values determine how we work together and reach our goal of helping people #CrossTheBridge-that is, go from focusing on the "things and stuff" of business to People and Behaviours. We believe that by developing our people, we know they'll reach their goals.

Kura: It's about people

**Salary**:
R12 000 - R16 000

Role details:
**PURPOSE OF JOB**

To develop, motivate and lead a team of advisors to provide a superior level of service individually and collectively across various campaigns. You will be responsible for the delivery of KPI’s through robust coaching and day to day management ensuring a high level of standards within your team.
- Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs.
- Management of performance on a individual and team level via:

- Consistent coaching, call monitoring and feedback.
- Completion of one-to-one reviews
- Regular team meeting and briefs
- Ensuring all individual agents understand KPI’s, goals and objections and how to achieve and maintain these.
- Reward good performance.
- Address under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)
- Analyse and act upon Employee Engagement feedback to maximise team productivity and motivation
- Minimise absence and Attrition.
- Complete a certain amount of hours of dialling per week to ensure knowledge and processes are up to date.
- Analyse, interpret, present and act upon complex data maximising MI reporting systems and proactively drive and achieve teams targets.
- Manage absence to a high degree of detail and ensure that adequate support and or disciplinary action is taken (in conjunction with Human Resources and company policies)
- Handle customer complaints escalated from advisors ensuring superior customer experience is achieved.
- Perform additional duties as direct by your Customer Experience Leader

**MANAGERIAL RESPONSIBILITY**

Direct Reports: approx. 15 advisors

**Requirements**:
**EDUCATION AND QUALIFICATIONS**

**Essential**
- Good written, numeracy, verbal and presentation skills

Preferred
- None

**SKILLS, KNOWLEDGE AND CAPABILITY**

**Essential**
- Outbound and/or inbound contact center team management
- Effective leadership through team building and development
- KPI management and proven track record of achievement
- Leadership qualities and behaviors which maximize employee engagement

Preferred
- Understanding of contact center planning, reporting and real time delivery functions
- Previous exposure to Client relationships
- Ability to recruit and create a dynamic and high performing team.

Next steps:

  • Kura Coach

    3 weeks ago

    Durban, South Africa Kura Full time

    Job Details: **Job Title: Kura Coach (Team Leader)** **Location: Mount Edgecombe, South Africa** Kura are looking for an experienced **KURA COACH** to join our team in Mount Edgecombe! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary...

  • Customer Experience Leader

    3 weeks ago

    Durban, South Africa Kura Full time

    Job Details: **Job Title: Customer Experience Leader (Customer Service Campaign)** **Location: Mount Edgecombe, South Africa** Kura are looking for an experienced **Customer Experience Leader **to join our team in Mount Edgecombe! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our...

  • Customer Experience Leader

    3 weeks ago

    Durban, South Africa Kura Full time

    Job Details: **Job Title: Customer Experience Leader (Sales Campaign)** **Location: Mount Edgecombe, South Africa** Kura are looking for an experienced **Customer Experience Leader** to join our team in Mount Edgecombe! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business....

  • Client Delivery Leader

    3 weeks ago

    Durban, South Africa Kura Full time

    Job Details: **Job Title: Client Delivery Leader** **Location: Mount Edgecombe, South Africa** Kura are looking for an experienced **Client Delivery Leader** to join our team in Mount Edgecombe! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry...

  • Operations Director

    2 weeks ago

    Durban, South Africa Kura Full time

    **Salary**: **Operations Director** **Location: Richefond Circle, Durban** **Salary: up to 130,000 per month DOE** **Hours: Monday to Friday 9-6** **This is a permanent full-time role as a **Operations Director** in our **Richefond Circle**, South Africa office. The role is on-site.** Who we are: Kura provides award-winning outsourced contact centre...

  • Senior Operations Manager

    2 weeks ago

    Durban, South Africa Kura Full time

    **Salary**: **Senior Operations Manager** **Location: Richefond Circle, Durban** **Salary: up to 100,000 per month DOE** **Hours: Monday to Friday 9-6** **This is a permanent full-time role as a Senior Operations Manager in our **Richefond Circle**, South Africa office. The role is on-site.** Who we are: Kura provides award-winning outsourced contact...

  • Head of Operations

    3 weeks ago

    Durban, South Africa Kura (SA) Full time

    Kura is a global CX outsourcer. We are in business because we want to help people to develop and to reach their full potential. We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be recognised as “Unrivalled in Developing...

  • Customer Experience Lead

    2 weeks ago

    Durban, South Africa Kura (SA) Full time

    Kura is a global CX outsourcer. We are in business because we want to help people to develop and to reach their full potential. We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be recognised as “Unrivalled in Developing...

  • Head of Site- Mount Edgecombe

    3 weeks ago

    Durban, South Africa Kura Full time

    Job Details: **Job Title: Head of Site (Customer Service Campaign)** **Location: Mount Edgecombe, South Africa** Kura are looking for an experienced **Head of Site **to join our team in Mount Edgecombe! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an...

  • Client Delivery Lead

    2 weeks ago

    Durban, South Africa Kura (SA) Full time

    Kura is a global CX outsourcer. We are in business because we want to help people to develop and to reach their full potential. We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be recognised as “Unrivalled in Developing...

  • Operations Director

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Kura Full time

    Salary:Operations DirectorLocation: Richefond Circle, DurbanSalary: up to 130,000 per month DOEHours: Monday to Friday 9-6**This is a permanent full-time role as a Operations Director in our **Richefond Circle, South Africa office. The role is on-site.Who we are:Kura provides award-winning outsourced contact centre solutions across UK and South Africa. Its...

  • Customer Experience Lead

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Kura (SA) Full time

    Kura is a global CX outsourcer. We are in business because we want to help people to develop and to reach their full potential. We are building a culture that shifts the mind-set from focusing on "things and stuff" to "people and behaviour". We call this process "Crossing the Bridge". Our Vision is to be recognised as "Unrivalled in Developing...

  • Senior Operations Manager

    3 weeks ago

    Durban, South Africa Kura (SA) Full time

    **This is a permanent full-time role as a Senior Operations Manager in our Mount Edgecombe, South Africa office. The role is on-site.** If you have experience in Operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while...

  • Client Delivery Lead

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Kura (SA) Full time

    Kura is a global CX outsourcer. We are in business because we want to help people to develop and to reach their full potential. We are building a culture that shifts the mind-set from focusing on "things and stuff" to "people and behaviour". We call this process "Crossing the Bridge". Our Vision is to be recognised as "Unrivalled in Developing...

  • Senior Operations Manager

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Kura (SA) Full time

    This is a permanent full-time role as a Senior Operations Manager in our Mount Edgecombe, South Africa office. The role is on-site.If you have experience in Operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving...

  • Resource Planning Manager

    3 weeks ago

    Durban, South Africa Kura (SA) Full time

    Kura are looking for an experienced **Resource Planning Manager** to join our team in Mount Edgecombe! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, a well-developed recognition programme, and loyalty awards for...

  • Call Centre Agent

    3 weeks ago

    Durban, South Africa Kura (SA) Full time

    Kura are looking for an experienced **Customer Service Advisor - Gas and Electric campaign** to join our team in Mount Edgecombe! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, a well-developed recognition...

  • Business Development Director

    3 weeks ago

    Durban, South Africa Kura Full time

    **Salary**: **Business Development Director** **Location**: *** **Richefond Circle, South Africa** **Hours: Monday to Friday 9am to 5.30pm** **Salary: DOE + uncapped Bonus** **BPO experience is essential for this role.** Who we are: We are a global independent outsourcer. We employ thousands of talented people across the UK and South Africa so we’re...

  • Payroll Officer

    3 weeks ago

    Durban, South Africa Kura (SA) Full time

    Kura are looking for an experienced **Payroll Officer** to join our team in Mount Edgecombe! As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, a well-developed recognition programme, and loyalty awards for...

  • Lead Generator

    3 weeks ago

    Durban, South Africa Kura Full time

    **Salary**: **Lead Generator** **Location**: *** **Richefond Circle, South Africa** **Hours: Monday to Friday 9am to 5.30pm** **Salary: DOE + uncapped Bonus** **BPO experience is essential for this role.** Who we are: We offer an industry leading salary and benefits package, with an enhanced Maternity and Paternity provision, a well-developed...