Call Centre Team Leader
1 week ago
Our client in the Financial Services sector is looking to employ an Afrikaans speaking Team Leader to manage their Call Centre team.
**Duties & Responsibilities**:
- Daily management of the Call Centre team.
- Setting targets for the Call Centre Agents to ensure the team metrics are achieved or surpassed on a consistent basis.
- Perform role plays with Call Centre prior to going live on a campaign and ensures they have the correct proficiency
- Perform call monitoring to assess Call Centre agent’s performance and coaches and develops them to improve their performance.
- Manage the performance of the Call Centre team to ensure they are performing to the standards required.
- Manage the administration of employees.
- Review Call Centre metrics, identifies trends and proactively implements plans to manage and improve individual and team performance.
- Regularly report performance trends and issues to the Production Manager and suggests new ideas and tactics to improve performance.
- Adhering to companies policies and procedures.
- Understanding the company culture and behaving in a manner that reflects the culture.
**Requirements**:
- Minimum Grade 12/Matric Certificate
- Excellent command of the Afrikaans language (spoken and written)
- Minimum 3 years experience as a team leader in a call centre
- Clear credit and criminal record
- Computer Literate
- Proficient in the Microsoft Office Suite
- Target driven
- Positive mindset
**Job Type**: Permanent
**Salary**: From R12,500.00 per month
**Education**:
- High School (matric) (required)
**Experience**:
- Call Centre Team Leader: 3 years (required)
**Language**:
- Afrikaans (required)
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