Team Leader
7 months ago
**Team Leader - Agents (Nightshift)**
**Work With The Best**
At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.
We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.
**Are you ready to take the next step in your career?**
**What you will be doing**
The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.
- 1. People Management
- Coaches the team in order to ensure quality of delivery meets the appropriate standard
- Measures and manages the team to ensure out-of-line situations are immediately addressed
- Communicates information in a timely, accurate and understood manner to all team members
- Ensure that all Human Resources policies and procedures are observed
- 2. Communication and Feedback
- Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
- Ensure regular feedback is given to Agents with regards to action plans that have been set
- Ensure all relevant business communications are communicated to the team as and when required
- 3. Reporting and Administration
- Sign off Agents timesheets on a weekly basis
- Track and accurately update operational performance files for Agents on a weekly basis
- Compiling and sending reports as required by the business for relevant updates
- 4. Customer Satisfaction
- Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
- Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
- Drive teams performance on systems and all metrics in accordance to the contractual obligation.
**Minimum Requirements**
- 1 year Call Centre experience
- 6 - 12 months Team Leader/Supervisory experience
**Additional Requirements**
- Must be able to work nightshift
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