Ebu Upgrades

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The purpose of the Team Leader: EBU UPGRADES is to **lead, supervise, coach and mentor** high paced outbound Contact Centre Agents in conjunction with the Contact Centre objectives and as such **establishing excellent and consistent standard of service and compliance** from the Agents.

The Team Leader will **create an effective support tea**m and **cultivate strong business relationships** within the iSON Xperiences functions, amongst both internal and external stakeholders and as such ensuring that all SLAs are met and/or delivered all the time every time.

The Team Leader is required to **manage the performance of the individuals** in his/her team through daily interactions, statistical analysis and call monitoring. This includes providing appropriate coaching and development techniques to ensure enhancement in performance and development of everyone. In addition, the Team Leader is required to assume a supportive/nurturing role and build rapport with each team member to **optimize performance and productivity**.
- Team Management: Dynamic leading and managing a team of +- 15 agents
- Planning and reporting: compiling reports
- Learning Development : Assessing training needs
- Customer Focus

Minimum matric or NQF equivalent
- Management or leadership qualification (i.e. diploma, etc.) an advantage
- Relevant tertiary qualification advantageous

**Experience**:

- 1 '† 2 years' in a similar role in sales environment (Preferably short term device )