Rta-lead

2 weeks ago


Randburg, South Africa iSON Xperiences Full time

The position of the Real Time Lead is to **lead the team of Real-time Administrators **within the Workforce Management, **supporting all campaigns**. The RTA Lead is also expected to work across all teams of the Contact Centre to ensure that a service of excellence is rendered to the customer. A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.

The Lead will work closely with the Workforce **ensure the implementation of best** **practice work force management concepts **on all campaigns and will be responsible to ensure optimal use of administrators.

Â

**KEY RESPONSIBILITIES**:
Â- Leading and managing a team of RTAs in all regions

Â- Coaching and developing RTAs through continuous one-on-one sessions

Â- Total performance management of team, monitoring and driving team targets

Â- Attendance and leave management process and updating matrix

Â- Manage and motivate agents in different and innovative ways

Â- Ensure that all Agents reach service levels and meet Agent adherence

Â- Set key performance indicators for Agents and review Agent performance according to KPI's in conjunction with Contact Centre Manager on a regular basis

Â- Resolve daily queries

Â- Compile reports and report on progress

Â- Liaise daily with Workforce Management team to ensure effective resource planning

Â- Taking correct disciplinary measures where necessary

Â- Assess and identify training needs

Â- Promote service delivery

Â- Escalate and manage customer queries as required

Â- Coach staff on policies and procedures

Â- Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis

Â- Develop and gain approval of and execution of all deliverables

Â- Develop, contribute to and maintain the team and Contact Centre's outputs and KPI's

Â- Strong internal and external relationship building

Â- Represent the customer to the rest of the business '† Customer Advocate

Â- Excellent communication both oral and written

Â- Ensure escalations processes are maintained and implementation of new processes with team buy in

Â- Be Proactive with own development using available learning resources daily

Â- QA experience in a call centre environment preferred

Â- Minimum of 3 '† 5 years' experience within an inbound/customer service and/or technical environment

Â- A successful track record in meeting targets and achieving premium customer service

Â- At least 1 year experience within a Telecoms environment - essential

Â- Previous experience in a leadership role within a contact centre would be advantageous

**Qualifications**:
Â- Minimum Matric/related NQF essential

Â- Diploma/Degree in mathematics, statistics or analytical techniques highly advantageous



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