Team Leader
4 days ago
**Job Overview**
The successful applicant will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives, ensuring quality standards are adhered to at all times.
**Main Responsibilities (but not limited to)**
- You should begin your day by evaluating the prior day/week/month performance reports
- Ensuring any agents with performance issues have been followed up with and tracked.
- Daily meetings with my team, ensuring Teams understand daily & trended actual results versus the goals identifying agent outliers
- Establishing priorities for the day and reviewing the execution of any process-level plans. You’ll call meetings throughout the day as required to make real time adjustments based on the day’s performance throughout the shift.
- Utilizing time on a daily basis to facilitate Agent development while maintaining the “80/20” rule.
- By observing agents you’ll identify and nurture their strengths and weaknesses which in turn creates an effective and sustainable team. You’ll ensure all key performance indicators are consistently met and exceeded.
- You actively develop your agents through talent management, monthly 1-2-1’s, Quarterly Reviews and personal development plans
**Skills & Attributes**
- Analytical Thinking, Coaching, Communication, Continuous Learning, Customer Focus, Information Monitoring, Planning & Organizing, Ability to work under Pressure
- Team leadership and people development
- Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
- Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations
- Demonstrated ability to drive process changes and improvements
- Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners).
- Goal driven, target orientated, able to step back and look at the bigger picture.
- Experience in writing documentation and standard operating procedures
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
- Professional approach to working with colleagues at all levels - Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global CS Teams
- Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills.
- Motivated to work on own initiative.
- Excellent interpersonal and communication skills.
- Proven ability to make and implement decisions.
- Proven ability to influence change at all levels as appropriate.
- Accuracy and Variances
- Attendance and Adherence
**Competencies & Skills Required**
- Proven Coaching experience
- Takes personal responsibility
- Goes the extra mile to achieve agreed objectives
- Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
- Reflects Teleperformance’s values in their dealings with others, internally and externally
- Coaching others and talking through end to end processes of the call flow
- Excellent Administration Skills
**Qualifications and Experience**
- BPO background 1 Year +(Essential)
- Proven leadership skills (Essential)
- Matric Equivalent (Essential)
- Finance background (Advantage)
- Team Leader experience 1 year +(Essential)
**Job Types**: Full-time, Permanent
-
Team Leader
2 weeks ago
Cape Town, South Africa PRR Recruitment Services Full time**Team leader - R500k p.a (Rondebosh)** This well know company in Rondebosh is seeking a Team leader. 3-years related experience Staff management on a team leader level Value Added services Bill payment, Electricity (VAS) 3 years SQL Database Administration in a highly pressurised environment (Database team) Specialist Skills required: AWS Cloud...
-
Team Leader
7 months ago
Cape Town, South Africa Webhelp Full time**Job Advert** You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining...
-
Team Leader
7 months ago
Cape Town, South Africa Webhelp Full time**Job Advert** If you’ve been working hard to build your career in the service industry and know the ins and outs of customer service then your passion for people and ability to help others is sure to pay off. Concentrix is expanding and we’re looking for Team Leaders to join our game-changers in our Vibrant Cape Town office. We’re a global...
-
Team Leader
2 days ago
Cape Town, South Africa A1 Financial Services Full timeCall Center Team Leader Wanted A1 Group SA requires require a dynamic Team Leader to spearhead an create a team for a market leading insurance campaign. This position entails directing and managing sales agents, securing targets and leading a successful team holistically. This position is for a target orientated individual who is energetic, ambitious and...
-
Team Leader
7 months ago
Cape Town, South Africa National Debt Advisors Full time**National Debt Advisor is looking for a Team Leader to join their team!!!** **Responsibilities**: - Managing a team of sales Lead generators - Driving team targets in accordance with the department's KPI requirements - Evaluating data and using the information to boost productivity and ensure steady staff development. - Managing the collection book at...
-
Team Leader
7 months ago
Cape Town, South Africa Webhelp Full time**Job Advert** At Concentrix + Webhelp, commitment, integrity and team playing is valued and well recognised. We’re on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Team Leader in our bustling Cape Town office where you’ll work on an exciting international...
-
Team Leader
7 months ago
Cape Town, South Africa Webhelp Full time**Job Advert** You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the importance of team playing and are ready to step up and lead by shining...
-
Team Leader
7 months ago
Cape Town, South Africa Webhelp Full time**Advisor** **Location** - Cape Town, South Africa**Language** - English*** **Job Advert**: - You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values...
-
Team Leader
1 week ago
Cape Town, South Africa Webhelp Full time**Job Advert** At Webhelp, commitment, integrity and team playing is valued and well recognised. You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who...
-
Team Leader
5 days ago
Cape Town, South Africa Webhelp Full timeAt Webhelp, commitment, integrity and team playing is valued and well recognised. You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the...
-
Team Leader
4 days ago
Cape Town, South Africa Webhelp Full timeAt Webhelp, commitment, integrity and team playing is valued and well recognised. You’ve been working hard to build your career in the service industry and by now you know the ins and outs of customer service. Your passion for people and ability to help others is sure to pay off. We’re on the lookout for a determined individual who values the...
-
Team Leader
7 months ago
Cape Town, South Africa Huntswood Full time**Job Overview**: As a team leader, you will lead, monitor, and inspire a group of advisors to achieve set goals that contribute to the growth of the department and wider organization. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and drive a culture of high...
-
Team Leader
4 months ago
Cape Town, South Africa CMC GLOBAL Full time- Matric- 2-3 Years working experience within a Logistics/Courier Environment.- Good Communication Skills.- Supervisor/Team Leader Experience.- Available immediately.
-
Team Leader
1 week ago
Cape Town, South Africa Career Box Full time**Position** Team Leader will consult with agents and provide the appropriate solutions and answers to complaints and queries related to reservations, refunds and ticket troubleshooting. In doing this they keep records of customer interactions while following communicated procedures, guidelines and policies. Their strong customer service experience will...
-
Sales Team Leader
3 months ago
Cape Town, South Africa Novelty Anchors Full timeWe are seeking a highly motivated and experienced Sales Team Leader to lead our sales team to success. As a Sales Team Leader, you will be responsible for devising strategies to meet and exceed our sales targets, managing and motivating the sales team, and ensuring the smooth running of the sales department. **Roles and Responsibilities**: - Develop and...
-
Team Leaders
1 month ago
Cape Town, South Africa Sigma Connected Group Full timeWhat being part of the Sigma Family means for you: **Team Leader** As a Team Leader, you will be responsible for leading a team of Customer Advisors, driving exceptional operational performance while ensuring full compliance with regulatory standards, with a particular focus on treating customers fairly. You will report directly to the Service Delivery...
-
Team Leader
1 week ago
Cape Town, South Africa Webhelp Full time**Job advert** If you’ve been waiting for an opportunity to expand your career and skills and make use of your passion for people then here it is! We’re looking for a go getter, to join us as a Team Leader working on an exciting and vibrant campaign in our Cape Town office If you’ve got a positive attitude that is more contagious than a yawn then...
-
Sales Team Leader
7 months ago
Cape Town, South Africa Just Property Dynamic Full time**RECRUITE AND MANAGE YOUR OWN TEAM!** This is a fantastic opportunity to take your career to the next level. Join our team as a **Sales Team Leader **and have the opportunity to build your own business. Just Property Dynamic is seeking 3 Sales Team Leaders for our three offices located in Durbanville, Brackenfell, and Kraaifontein. The Real Estate Team...
-
Creditors Team Leader
4 days ago
Cape Town, South Africa Job Crystal Full timeJob Title: Creditors Team Leader Area: Cape Town, WC A leading South African online retailer is looking for a Creditors Team Leader who will form part of the Accounting team based in Cape Town. REQUIREMENTS Com Must have managed a team of accounts payable clerks, preferably in retail Supervisor / leader Run a department of 15 creditors (can be quite...
-
Team Leader: Agents
10 hours ago
Cape Town, South Africa NTT Ltd Full timeAt NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment. At NTT we trust our employees to do the right thing, even when no one is watching, which is why we...