Bmw - Team Leader

1 week ago


Midrand, South Africa iSON Xperiences Full time

**BMW Financial Services - Customer Service - Team Leader**

**Based in MidrandÂ**

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**Main Responsibilities will include but will not be limited to**:

- Leading and managing a team of +- 21agents
- Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly
- Attendance and leave management process and updating matrix
- Manage and motivate agents through different forms
- Quality management/improvement through call evaluations for each agent weekly
- Ensure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).
- Logging and resolving cases on the case management tool.
- Set key performance indicators for agents and review agent performance according to KPI's in conjunction with Contact Centre Manager on a regular basis
- Assist in agent career development and identify training needs
- Resolve daily queries and promote service delivery
- Compile reports and report on progress
- Liaise daily with Workforce Management team to ensure effective resource planning.
- Taking correct disciplinary measures where necessary
- Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
- Agent utilization monitoring and management of shifts, schedules in conjunction with WFM
- Strong internal and external relationship building
- Ensure escalations processes are maintained and implementation of new processes with team buy in

**EXPERIENCE**
- Previous Team leader experience 1-2 years within a Contact Centre environment (Customer Service /Messaging highly advantageous)
- Good performance management experience
- Grade 12 Certificate and leadership training
- Financial services background

**PROFESSIONAL AND INTERPERSONAL SKILLS**:

- Excellent communication both oral and written
- Demonstrate the ability to manage workload and prioritize activities
- High level of integrity, professionalism and trustworthiness
- Problem solving skills
- Excellent Attention to detail
- A successful track record in meeting targets and achieving premium customer service
- Positive attitude to work.

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